How to Answer Complaints?

How to Answer Complaints? :

This letter is an excellent example of how trade may be lost through untactful handling of a complaint and how it may be saved when skill and care are used. The first letter was sent by a localagent for “made-to order” clothes to the house he represented. It was to his mind at least, a just complaint.

But observe how a correspondent at the house answered it. By arguing with the man, and attempting to show him how impossible it was for such an accident to occur in the firm’s shop, he virtually accuses the dealer of covering a blunder of his own. Then following all this, though still protesting the firm’s non-responsibility, he admits that they are complying with the request and sending a new pair of trousers. And even more unpardonable, he says in the closing paragraph “promising that this will not occur again,” which practically admits the fault to be the firm’s after all. Is it any wonder that the dealer, who had long been a good and profitable customer, decided at once to place another firm’s sample book on his counter?

But suppose the complaint had been answered in the manner suggested in the third letter. Here the writer immediately concedes the justice of the man’s complaint expresses sincere regret and without the suggestion of protestation or argument, shows a cooperative spirit by rushing the new trousers to him. Even though the house may not have been at fault, it recognizes here the value of the dealer’s and the customer’s patronage and friendship.

Such a letter would doubtless have meant many a dollar to the firm.

This letter should be typed in the official letter-head of the company.

The Company's Name

Door Number and Street's Name,
Area Name,
Postal Code : XXXXXX
Phone Number : 0000 - 123456789

TO :

The Receiver's Name,
Door Number and Street's Name,
Area Name,
Postal Code : XXXXXXX

Date :

Reference :

Dear _____________,

It seems that those very orders on which we are most anxious to please are the ones on which the annoying little accidents occur.

We were keenly desirous of giving Mr.Dickinson a suit he would feel proud of. He has not only been a good and valued customer of yours, but think of the suits he has ordered through you from us.

We are totally at a loss to understand how this accident could have happened. But why try to explain it? The time we would spend investigating, we have spent in rushing through the pair of trousers to replace the pair you returned.

We will get these to you be express Wednesday. Please apologize to Mr. Dickinson for us and make the apology as we would were we on the ground. In closing we can only assure you that we will be doubly careful in the future.

Yours Sincerely,

(The Sender's Signature)

The Sender's Name

Enc. :

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2nd Follow-Up Letter
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Letter to Create Income Stream
Letter to Create Qualified Leads
Follow-Up Letter on Literature
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Phone Appointment
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Thank You Letter

How to Answer Complaints?