When running a business, even if you pay attention to the smallest details, it is impossible to run away from complaints from customers or even workers. The truth is that receiving a complaint from a buyer is a positive thing.
Thanks to it, we can pay attention to those things that go unnoticed in our sight. The best way to respond to a complaint will be through a letter since it will denote interest in the buyer’s opinion, but to write it first, you should know some details.
What is a letter of response to a complaint about?
This type of letter is sent to customers or employees who have filed a complaint regarding the work environment or the service offered by the company. Many people consider snail mail letters to be old-fashioned.
But the truth is that these are the most formal letters and represent the genuine interest of the business or company in the opinion of its customers or employees.
It can also be sent via e-mail, but this is only suggested if the person who posted the complaint lives far away.
The concept of the letter will vary depending on the reasons for the complaint; it can be due to a problem delivering or receiving a package, delays in deliveries, poor customer service, and even complaints about the quality of a product.
However, the objective will always be the same. Let the person making the complaint know that his or her opinion has been heard and that action will be taken to resolve the issue.
What is the correct way to write a letter in response to a complaint?
The layout of the letter should be aligned to the left side of the page, with only the subject of the letter placed in the center.
The information of the person sending the letter should be placed first, with his or her full name, job title, and the name and address of the company or business. Consecutively, the date of issuance of the letter should be placed.
It continues with the information of the person who filed the complaint, with the name, address, telephone number, or mail.
The letter’s subject should refer to an apology, and the type of inconvenience presented, for example: “apologies for the delay in delivery,” and then continue with the body of the letter, where the message should be placed.
The length and content of the message will depend on the situation that led the customer or employee to make the complaint. This part of the letter must comply with certain content that will be explained later.
To end the letter, a cordial farewell should be placed, and the name and form of the sender should be added again. If possible, the company’s stamp and letterhead should be placed on the letter.
What should the response letter contain?
First, the letter should acknowledge the customer’s frustration or dissatisfaction with the situation that has arisen. The goal is to be understanding and avoid antagonizing the complainant.
Suppose you point out an error on your part or contradict the person. In that case, you should always start with understanding and empathy with the person’s dissatisfaction and then proceed to clarify the situation, emphasizing that it should not have happened.
If clarification is necessary, it mustn’t sound reproachful or defensive. The letter’s language should remain respectful and formal, emphasizing that the situation was out of your control and accepting the mistake made.
Instead of apologizing for the inconvenience, you must offer immediate remedial, rewarding, or helpful measures to address the problem.
These can be discounts, coupons, gifts, or some type of benefit that the customer or employee can enjoy, guaranteeing a better service and trying to avoid the same or other inconveniences.
It is of utmost importance to make it clear how much importance you take the complaint, how much you regret your dissatisfaction, and that you are interested in resolving the situation. This format will help you!