Complaint Letters: How to Respond in 7 Simple Steps
Did you find yourself in the unenviable position of being on the receiving end of a complaint letter? Don't panic! Whether it be an angry customer, a disgruntled ex-employee, or an irate neighbor; this post will provide you with some tips on how to properly respond.
Before getting into the nuts and bolts of exactly how to respond, let's get one thing straight. You can't just send a generic, "Dear customer" or "Dear Sir or Madam," letter and expect it to work. This is true for two reasons: 1) the recipient of your letter may not be the actual complainant; and 2) if you've received several complaints about one matter (for example, if you sell Christmas lights that are subject to numerous complaints), then there are undoubtedly lots of complainants that have emailed you already. Therefore, your first task is to identify the actual complainant as accurately as possible and then tailor your response accordingly.
Now, let's get into the nitty-gritty. How should you respond when struggling with a complaint?
1) Under no circumstances should you offer a refund without receiving one. What you might be tempted to do is say, "Ok, I'll refund your money," or "Sure, I'll tell my delivery person to take it back," but don't! You don't want to give in to the customer's demands until you receive one in writing. Use the complaint letter as an opportunity for open dialogue and relationship building. Let the complainant air their grievance and try to resolve it in person; not over email or through an impersonal letter.
2) You should always answer the complaint and acknowledge the person who wrote it. If your delivery person, driver, or "intern" returned with a problem instead of the item requested, you should note that fact; however, you should also state that you have followed up with the actual sender of the complaint (even if they never responded to your follow-up message).
3) Address each claim directly and sincerely. Try not to dodge anything in an attempt to merely appear as though you've done something right and done everything humanly possible to correct any issue. When writing a complaint letter, address each and every point that has been brought up. Don't pass the buck to anyone else; instead, be sure to take full responsibility for any wrongdoing and make amends. If you were involved in the sale of an item that didn't work properly, state that you'll no longer sell this particular product if it has proven to be troublesome or if any other similar complaints have been made about the product in general.
4) It's always best to negotiate a solution instead of simply saying "no." Even if you're not willing to admit fault (even when it's clear that you are at fault), there may be room for negotiation. For example, the customer who claims that you didn't deliver the product they requested may not be trying to take advantage of your business, but instead may be using the complaint as an opportunity to get something for free. Negotiate! Today's customer is more concerned about winning than getting what they initially wanted. They want good customer service and a smooth resolution to their problem—even if it costs you money.
5) Don't make excuses; instead, be accountable for your mistakes. The best thing you can do for yourself when writing a complaint letter is to simply acknowledge your mistake and use it as an opportunity to fix any problems that have occurred. Don't try to justify any harm done. After all, you're not going to change or repair something that doesn't exist. If you do fix the problem, then tell your customer so and be sure to thank them for bringing it to your attention.
6) Keep the letter polite, but don't overdo it. While most people are willing to forgive a little rudeness in a customer service representative or salesperson, when a complaint letter is sent from an individual representing your business, it's important not to come across as unprofessional or angry. Don't use too many exclamation points, don't send a lot of capital letters, and don't write like you're yelling at the person from your computer. Keep the tone of your letter conversational and polite; this approach will help you communicate much more effectively, which will in turn lead to a better result.
7) If you have written a follow-up message but have not received a response, try writing another letter to that individual, but only this time make it short and sweet—don't drag things out. Once they've responded to you (if they choose to do so), there is no need for them to continue getting into lengthy conversations with you via e-mail or over the phone. Giving them a bit of distance may help keep the relationship between you and your customer on a friendly note.
There you have it. Here is an example of an appropriate response letter that you can use as a reference. It's good to keep in mind that every situation is different and there are no actual rules when it comes to writing a complaint letter or how to respond other than "don't be rude" or "don't make excuses."
Complaint Letter Example:
Dear Mr./Mrs./Miss/Ms. Customer, I am responding with the greatest concern regarding the recent correspondence I received regarding your dissatisfaction with the [product]. I assure you that I will be taking steps to investigate this matter and resolve it immediately. I apologize for the inconvenience that this has caused you, and I sincerely hope that we can return to business as usual. Regards,
Your Name
(Your name)
(Your full name and title)
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Conclusion
A complaint letter or email is the kind of communication that most people dread. It may be good to know that it's not the end of the world when you receive a complaint, and in fact, it can provide you with useful insight.
It's important not to become defensive when responding to a complaint letter or email, but instead to try to understand what they're upset about. If you have made a mistake, admit it and do whatever you can to make things right again. If they're right, explain what steps you'll take in the future to make sure that mistake doesn't happen again.