Letter of Response to Customer Complaint

Letter of Response to Customer Complaint :


Door Number and Street Name,
Area Name,
Town Name - Postal Code,
PHONE : 0000-00000
FAX : 0000-00000

5th November - 2008

Reference No. : MMM / KOLK / 90099

To :

Mr. H. Prem Kumar,
General Manager - QC,
Dwaraka Machine Tools Ltd.,
Kothakudam-507 101,
A.P. State.

Dear Sir,

Sub : Your complaint letter dated 25th October - 2008

Thank you for your above mentioned letter.

We openly tender our apology for the inconvenience caused to you in this regard. It is purely our mistake that took up your time too.

However, we are bound to give an explanation to it.

Actually this lot was meant to send to our subcontractor for salvaging. It so happened that at that time due to Trucker’s strike, we had engaged an amateur tempo service and that led to the wrong supply. Item # 4 found with this lot denotes its different destination.

Another crate kept exclusively against your order is lying with us. We are rushing the same to you now. Kindly allow this truck driver to take back the wrong supply.

Excuse us once again for the inconvenience caused.

Thanking you.

Yours faithfully,

R. Ashok Miitra
G.M. - SCD

Note : Never fail to tender an apology when things go wrong, no matter how big your organization may be. Act swiftly. Ensure that your remedial action satisfies your customer in all possible ways. Answer how it went wrong to be polite to him.

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