Complaint letters are generally written to express an issue, lousy customer service, damaged goods or grievance. Response to these is critical as they set the tone for the rest of the correspondence. Also, the answer to complaint letters is very critical for the reputation and market value of the company as it represents the company.
The response letter needs to have a polite tone. It should first thank the receiver for the complaint. Then the reason needs to be communicated in brief. The solution to the complaint should follow this. The solution needs to be elucidated in detail. The letter should end with a note of apology for the inconvenience to the receiver. Always remember that hurting the customer means hurting the business. So communicating good news or bad news to the customer needs to be as polite as possible. Also, it is a good practice to ask for feedback through surveys or forms which will help in growing and making the business better.
Response To Complaint Letter Writing Tips
- The letter must be written in a formal tone.
- The letter should explain the cause of the issue in brief.
- Do not try to sugarcoat. Be straightforward about the issue, and the explanation of the solution needs to be mentioned in detail.
- Empathize with the issue faced by the sender.
- The letter needs to be ended with an apology for the inconvenience.
Response To Complaint Letter Writing Tips:
Use our free Response to Complaint Letter to help you get started.
From,
__________
__________
__________
Date: ________ (date of writing the letter)
To,
__________
__________
__________
Subject: Response to Complaint Letter
Dear ____________ (receiver’s name),
Thank you for notifying us with your problem. We understand your concern. We believe in a 24 Hr problem solving agenda. The issue has occurred due to ____________ (reason). We will ____________ (solution). We will make sure that this problem would not repeat in future.
Thank you for cooperating with us. We will ensure that the issue is solved on priority as soon as possible.
We look forward to serving you again. Have a good day.
Yours sincerely,
____________ (Name and signature)
Sample Letter
From,
Ms Ramya,
Manager,
Amazon Services Pvt. Ltd.,
Whitefield,
Bangalore, India.
Date: 12 August 2013.
To,
Vijay,
14/2, Vaswani pinnacle,
Whitefield,
Bangalore, India.
Subject: Response to Complaint Letter
Dear Vijay,
Thank you for notifying us of your problem. We understand your concern. We believe in a 24 Hr problem-solving agenda. We have probed the issue you have raised regarding the defective Skullcandy earphones set you have received. The issue has occurred due to the negligence of one of our staff.
We have received quite a few defective pieces in our lot during procurement from the vendor. We comprehended it upon rigorous testing and separated the defective ones from the main lot. But one of our staff has mistakenly put in a defective piece in your shipment.
We apologize for the problem caused to you by this. We will replace the same product for you. Also, due to the inconvenience that you have faced, we will also give you a 10% cash back for this purchase.
Thank you for cooperating with us. We will ensure that the issue is solved on priority as soon as possible.
We look forward to serving you again. Have a good day.
Yours sincerely,
Ramya.
Email Format
The following is the email format for a Response to Complaint Letter.
To: name@email.com
From: name@email.com
Subject: Response to Complaint Letter
Dear ________(recipient name),
Thank you for notifying us of your problem. We understand your concern. We believe in a 24 Hr problem-solving agenda. The issue has occurred due to ____________ (reason). We will ____________ (solution). We will make sure that this problem would not repeat in the future.
Thank you for cooperating with us. We will ensure that the issue is solved on priority as soon as possible.
We look forward to serving you again. Have a good day and keep shopping with us.
Yours sincerely,
__________ (name of the sender).