A response letter, as the name suggests, is written in answer or ‘response’ to a letter or an inquiry or as in this case, to a negative feedback. A letter written in answer to any kind of negative feedback must be framed in a way that sounds courteous and not rude. A positive response to negative feedback shows integrity giving the impression that the writer is open to criticism and accepts it good-naturedly, whereas, a negative response creates a completely opposite impression of the writer making him/her sound peevish, immature and unprofessional.
These type of letters are conducive to the success of a business and can help in achieving a greater platform for better customer relations. Such letters are usually written in order to provide consolation and hope to unhappy customers, of better service and consequent satisfaction in future. This is achieved by use of polite language in the letter to indicate unabashed awareness of the one’s shortcomings and taking responsibility to find a solution for the problem reported by the customer.
Tips For Writing A Response Letter To A Negative Feedback:
- The letter must be completely formal and written with due respect and gratitude toward the customer for his feedback.
- The letter must be checked thoroughly for any errors.
- The letter must contain clear and simple language and should be addressed properly with solutions offered to the mentioned problems.
- The letter must be informative so as to avoid any confusion at the customer’s end.
Template
Use our free Letter to Respond Positively to a Negative Feedback to help you get started.
From,
_______________
_______________
_______________
Date: ______________ (date of writing the letter)
To,
_______________
_______________
_______________
Subject: Respond positively to a negative feedback
Respected Sir,
I have received your internet message regarding the impairment that appeared before you. I am very sorry to discover that the products are damaged, and that you are highly disappointed with our service.
Please know that we, at ________________ (name of the company), take the utmost care to double-check that our online orders are packed securely and safely. I am currently investigating the packaging of your _____________ (details regarding the problem). In the meantime, if you kindly agree to drive the impaired goods back, I can arrange for a new consignment to be shipped to you free of charge.
Thanking you,
Yours sincerely,
__________
(Name and signature)
Sample Letter
From,
Canvas Goods,
Cambridge, USA.
February 12, 2001
To,
John Mueller,
Anna-Str, 4,
Cambridge, USA.
Subject: Respond positively to a negative feedback
Respected Sir,
I have received your internet message regarding the impairment that appeared before you. I am very sorry to discover that the products are damaged and that you are highly disappointed with our service.
Please know that we, at Canvas Goods, take the utmost care to double-check that our online orders are packed securely and safely. I am currently investigating the packaging of your Mobile handset and charger. In the meantime, if you kindly agree to drive the impaired goods back, I can arrange for a new consignment to be shipped to you free of charge.
Thanking you,
Yours sincerely,
Friederich Hoffmann, (Head of Purchase)
Canvas Goods.
Email Format
The following is an Email Format to be followed for Response Letter for Negative Feedback.
To: name@email.com
From: name@email.com
Date: ______________ (date of writing the letter)
Subject: Respond positively to a negative feedback
Respected Sir,
I am writing to express gratitude towards you for taking the time to notify us about your regrettable experience with ______. I am sorry to hear about your losses and I lament that you were not persuaded with the performance of our company. I have arranged a meeting with the higher official from the head office to deliberate upon your problem.
We are especially concerned about the hold up in the response time and will be investigating the minutia of the defect in the coming weeks. We have a firm pledge to the citizens of ABC to make our company more efficient at the job it does. I thank you again for your cooperative suggestions on the various ways to improve our record.
Thanking you,
Yours sincerely,
____________
(Name and signature)
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