Business People Club

How to respond to customer complain letters?

0 like 0 dislike
236 views
by PerfumedNecromancer
How to respond to customer complain letters?

Your comment

Your name to display :
Privacy: Your email address will only be used for sending these notifications.
Anti-spam verification:
To avoid this verification in future, please log in or register.

1 Comment

0 like 0 dislike
commented by Titank

Ask many small business owners what goes into providing great customer service and you have answers such as, being polite, serving promptly, keeping your promises etc. But in this hi-tech age, we tend to forget that the humble letter has just as an important role in ensuring good customer service. Yet how many times have you received a ‘letter of apology’ which makes you even more dissatisfied? The message it conveys, the language used – all designed to wind you up! With some careful thought, a well-crafted letter can provide comfort to a complaining customer and enhance your reputation as a customer-focused business. In this article I am going to share some tips on how to write a great letter. 

What are you writing for? To write a great letter you have to be in the right frame of mind. Are you writing to handle a complaint, answer a query or to thank them for placing an order? Framing the letter in the right context means you will use the appropriate language and the tone will be right. Try writing a thank you letter as if you are responding to a complaint – the message is totally different. Before putting pen to paper, think for a minute and decide what your aim or goal is. 

State your purpose Start off by summarising why you are writing. Open your letter by saying that you are responding to a query, or to resolve a problem they have had. This set out to the reader why you are contacting them and puts them in the right frame of mind to accept your message. An opening summary will grab their attention. 

Include a W.I.I.F.M. No, this is not some obscure radio station! WIIFM stands for ‘What’s in it for me?’ To truly engage your customer and get them on your side, you have to include a benefit for them. They have to get something out of your letter so they feel satisfied. What could their WIIFM be? Their complaint may be resolved; they may get a discount voucher; a priority service the next time they use you. If the compliant is a minor one, a simple, heartfelt apology may be enough! Study your letter carefully and make sure you have a WIIFM moment. 

Don’t say ‘I’ Wherever possible, avoid littering your letter with I’s. The reader will find it hard to link with you if they receive ‘me, me, me’ letters. Review your letters and wherever possible substitute ‘I’ with ‘you’. Change the focus to the reader. Make them feel valued. 

Write as you speak I forget the number of times I have received letters, which read as if they were written in the early 1900’s! Packed full of boring, stiff and outdated language – too formal. Your writing style should reflect the way you talk. After all, providing good customer service is partly down to how you interact or communicate with your client and letters play an important role. So, review your letters and get rid of those phrases you learnt in school letter-writing lessons! 

“Please do this…” Having written a great letter, you don’t want it to tail off into nothing. Have a clear action-orientated close. Make sure your reader knows what you expect him to do next – “call me so we can discuss this idea in more depth”, “Fill in the attached form and pop it in the post”, “send me an order” (a bit strong perhaps but certainly to the point!). A resounding call-to-action is a great way to finish a letter and leaves the customer in no doubt what he has to do next – another element of good customer service. 

Ask someone to check your letter If you are writing a very important letter or one containing a complex message, it’s wise to ask someone to proof read it. This is not just to check your spelling but also to check readability. Is the structure of the message you wish to convey clear and understandable? You’ll be amazed by what someone else will pick up which you have completely missed! So, there you have it. Some useful tips on how to write a superb letter, which will further enforce your image of providing exceptional customer service.

Related posts

0 like 0 dislike
1 Comment 373 views
How to explain your product or service to online customer?

How to explain your product or service to online customer?

by Slayerk
0 like 0 dislike
1 Comment 571 views
0 like 0 dislike
1 Comment 243 views
How to know if you are Serious about Customer Service?

How to know if you are Serious about Customer Service?

by Celestiger
0 like 0 dislike
1 Comment 254 views
How to handle customer complaints ?

Handling customer complains effectively, any suggestions?

by LovableStorm
0 like 0 dislike
0 comments 238 views
Five Reasons to Use Customer Phone Surveys

Consumers are the life line of any successful business and you can learn a great deal of information from them. If you want to find out how good or bad your business is call the customers and ask them. They will give you straight answers and you can modify your approach if there are areas ... in your business not being successful. It doesn't take too much time or money to conduct phone surveys with your customers but the information is priceless.

by Conjursa
0 like 0 dislike
1 Comment 270 views
What is the key to customer loyalty?

What is the key to customer loyalty?

by Camella
0 like 0 dislike
0 comments 194 views
Evaluate Your Customer

Evaluate Your Customer When a customer walks into your office, don't sell them the first product that comes to mind. Sit them down and evaluate their needs, than sell them the products that meet their needs. I once worked with a guy in the banking industry, who was one of the best at explaining the ... . Good luck. This article may be reproduced by anyone at any time, as long as the authors name and reference links are kept in tact and active.

by Knighttime
0 like 0 dislike
0 comments 236 views
Are you Serious about Customer Service

Is your online company really serious about Internet customer service? When it comes down to it, excellent customer service is pretty much the only way you will convert visitors to customers. You can also increase your ROI and improve online sales with excellent customer service. If you ... customer service solution. Consider customer service software for your online business if you would like to convert visitors to buyers and improve your ROI.

by Hawkward
0 like 0 dislike
0 comments 316 views
Death Of A Salesman? It’s What Happens When The Customer Says “I’ll Think It Over!”

Michael Jordan said Obstacles don't have to stop you. If you run into a wall, don't turn around and give up. Figure out how to climb it, go through it, or work around it You have given a great presentation, you ask for the order and the customer says he s going to think it over. This was the ... I did not go back to boring bookkeeping and now that I've retired, these words could you think out loud so I can hear you' are my present to you.

by BeautifulWolf
0 like 0 dislike
1 Comment 284 views
Why should you use customer phone surveys ?

Why should you use customer phone surveys ?

by BeautifulWolf
0 like 0 dislike
1 Comment 761 views
How to find customers for my home based business?

I want to find more customers for my home based business. Any tips?

by Knighthawk
0 like 0 dislike
1 Comment 299 views
How to promote relationships with public?

How to promote relationships with public?

by Mosquiche
0 like 0 dislike
1 Comment 310 views
how to build strong relationship with your clients?

How to have lasting relationship with clients?

by Knightmare
0 like 0 dislike
1 Comment 252 views
0 like 0 dislike
1 Comment 283 views
How to deal with angry customers?

How to deal with angry customers?

by TwinNut
0 like 0 dislike
1 Comment 222 views
How to deal with nasty customers?

How to deal with nasty customers?

by Knightmare
0 like 0 dislike
1 Comment 221 views
How to deal with difficult people?

Sometimes its hard to deal with difficult people. Any tips?

by Finderpros
0 like 0 dislike
0 comments 394 views
Three places to find new clients without a lot of work

1. Don't ignore your own "Acres of diamonds" - ask your existing clients to refer some of their family, friends and associates to you. If they're happy with your service they will be more than happy to do it and your job will be much easier since they are coming recommended by someone ... yourself, you're helping them by enabling them to help you, and you're helping the potential clients by providing a quality product or service that they need.

by LovableStorm
0 like 0 dislike
0 comments 195 views
Publicists: It's Time to Embrace the Technology of Online Press Kits

So you have a cell phone, a Palm Pilot, an automated office complete with teleconferencing, remote-access, Web site and e-mail addresses. So what? Just because you're always available to the media doesn't mean the media has easy access to your clients. What will your high-tech office be able to do when a ... ' press kits, you're not only making them easy to access, but easy to cover by the media. The media loves that - and so will your clients.

by LovableStorm
0 like 0 dislike
0 comments 313 views
Increase Profits by Marketing to Existing Customers

Business owners want more leads, more customers, more sales. It sounds logical: attract more customers and more sales will follow, leading to increased profits. But is this the best way to maximize profits? Sometimes it's difficult to see the forest for the trees. What about the customers ... a certain level dedication is required to create a truly successful business. There is no quick fix solution to achieve the profit and success you want.

by FrighteningTwinkles
0 like 0 dislike
1 Comment 222 views
0 like 0 dislike
1 Comment 244 views
How to write dynamic sales letters?

Best ways to write dynamic sales letters?

by PlushSeal
0 like 0 dislike
0 comments 72 views
Answering Service, What Every Small Business Needs!

An answering service is what every small business needs. Anyone who has ever worked for a small business, or has owned a small business knows that the answering service is a true God send. Every time you are not able to answer the phone, you take the risk of losing business. ... service today and grow your business with the piece of mind knowing that your answering service will keep you adequately informed of any important incoming calls.

image
by LovableStorm
0 like 0 dislike
0 comments 60 views
The Top Ten Client Feedback Questions

Perhaps you are interested in finding ways to get clients to give you feedback about the products and services you offer. Here is a list of 10 questions you could use. Select a few that suite your situation. The key is to ask the question and then allow the client uninterrupted time to ... counsel small business owners without charge. **I have used the word service here and also client. You could just as easily substitute product and customer.

image
by AmazingKitty
0 like 0 dislike
0 comments 267 views
6 Tips for Keeping Your Cool When Customers Get Hot

1. Be assertive - not aggressive or passive. My definition of assertion is simple: "Say what you mean, mean what you say, and don't be mean when you say it." Let this rule guide your conversations with all customers and you will always be confident, cool, and in control AND you'll ... up all of your ammunition and won't usually diffuse an irate customer. These incredibly simple tips will position you to keep your cool when customers get hot!

image
by Slayerk
0 like 0 dislike
0 comments 201 views
Angry customers - what can we do with them

"You are the worst company I have bought from!" - writes the client. Oops, bossss! What should I write back? It is very hard to select words when some of your customers is angry and complains about your company. Read more for an insight into it. All is well when it ends well. And ... the statistics as a guide: it shows that about seven out of ten complaining guests will do business with you again if you resolve the complaint in their favor.

by SilkPredator
0 like 0 dislike
0 comments 218 views
Why Educated Consumers are Better Customers

Educated Consumers Not too long ago, a colleague asked me why we invest so heavily in consumer education. We have made a conscious decision to spend marketing dollars on consumer education for a very simple reason. Educated consumers are simply better customers. Lets take ... and unrealistic expectations while education leads to long term happy and helpful customers. Permissions: Permissions and notification of use not required.

by PerfumedNecromancer
0 like 0 dislike
0 comments 297 views
Learning The Process Of Order Fulfillment

The goal of most businesses is to profit and give out the best products and services that they can offer to customers. For companies who manufacture sellable items, producing the end product is not the final step. You already know that your products will sell. The next thing that you need to do is ... get to concentrate more on the vital aspects of the company's operation that is sure to benefit you, your company and the people that you serve.

by Richard S.
0 like 0 dislike
0 comments 240 views
The Importance of Good Feedback

Getting good feedback from customers and employees is vital for any business that expects to grow. Without knowledge, business leaders can not make educated decisions. Uneducated decisions lead to a higher rate of failure, which can have detrimental impacts on a business. Without high quality ... will become clear. For small outfits to enterprise level operations, collecting data and feedback is the ultimate way to make educated decisions.

by Oystrich
0 like 0 dislike
0 comments 243 views
What Clients Want

A potential client calls and wants a website, as a web developer you are more then happy to help. You show them your work, explain how your work is better then the rest and sell the person on the importance of Web Standards. Do you think that a client wants to hear all about Web Standards? ... by existing clients and I truly believe this is because we do not just build a website for them but teach them what it takes to be an online success.

by Octopuppy
0 like 0 dislike
1 Comment 357 views
Flexible Payments Mean Happier Customers

Flexible Payments Mean Happier Customers

by SilkPredator
0 like 0 dislike
1 Comment 264 views
How To Create Customer Value In Your Proposals?

How To Create Customer Value In Your Proposals?

by Wallaby
0 like 0 dislike
0 comments 286 views
How to conduct an effective customer satisfaction program?

How to conduct an effective customer satisfaction program?

by HairyMagpie
0 like 0 dislike
1 Comment 260 views
How to Build a Customer Focused Business?

How to Build a Customer Focused Business?

by Sumogre
0 like 0 dislike
1 Comment 252 views
How to Get Your First Customer?

How to Get Your First Customer?

by LovableStorm
0 like 0 dislike
1 Comment 373 views
How to Get Your Customer Talking?

How to Get Your Customer Talking?

by TrainedGuy
0 like 0 dislike
0 comments 103 views
eBay and Drop shipping – Getting the Product to Your Customer

If you hope to own an eBay business, and make a full time living at it, you can easily make that dream come true - even if you don't have a product of your own to sell. eBay provides many people who want to quit their corporate nine-to-five jobs with a way to make a good living ... will be sold before you pay the drop shipper for the item. This is one of the few businesses where you can actually turn a profit before you have expenditures!

by Sumogre
0 like 0 dislike
0 comments 101 views
Tips to Improve Customer Loyalty

Statistics show that, on average, U.S. companies lose half of their customers every five years. It's true that acquiring new customers will help your business grow. However, your current customers are the lifeblood of your business and keeping them happy should be your highest priority. Here are a ... service, customers expect a fair policy. If you cannot offer a resolution immediately, let the customer know when he or she can expect an answer.

by Herogue
0 like 0 dislike
0 comments 206 views
Tips to Improve Customer Loyalty

Statistics show that, on average, U.S. companies lose half of their customers every five years. It's true that acquiring new customers will help your business grow. However, your current customers are the lifeblood of your business and keeping them happy should be your highest priority. Here are a ... service, customers expect a fair policy. If you cannot offer a resolution immediately, let the customer know when he or she can expect an answer.

by Finderpros
0 like 0 dislike
0 comments 110 views
4 Step Dynamic Sales Letters

You, like all marketers have a million and one things to do today! At the top of your priorities is marketing... finding more customers and raking in greater profits. If you're looking for a simple, proven model to create sales content without spending hours hunched over the computer, try the AIDA (Attention, Interest ... . Be sure to give details of how to order. Make it a part of the command... make it easy to do... provide several options.

by HistoryYak
0 like 0 dislike
0 comments 204 views
4 Step Dynamic Sales Letters

You, like all marketers have a million and one things to do today! At the top of your priorities is marketing... finding more customers and raking in greater profits. If you're looking for a simple, proven model to create sales content without spending hours hunched over the computer, try the AIDA (Attention, Interest ... . Be sure to give details of how to order. Make it a part of the command... make it easy to do... provide several options.

by FatKomodoDragon
0 like 0 dislike
0 comments 81 views
eBay and Customer Service

If you are running an eBay business, you may not realize that the need for great customer service still exists - even for online auctions. When a buyer receives quality customer service from you, they will potentially do one of two things - or both. They will give you great feedback, and they may ... to you, at your expense, before the refund is issued - but once you receive the item, issue the refund promptly. This is just good business!

by Mosquiche
0 like 0 dislike
0 comments 91 views
What's in it For the Customer?

Anyone who is going to spend money usually wants to know what the purchase will do for him or her. In fact, 70% of all purchases are made on an emotional level. So for the most part, buyers aren't concerned about the logical points of the purchase. If they were, the vast majority of us ... including yours -- has a brand. The question is whether your brand is being determined by outside factors, or if are you actively building it on your terms.

by CheeryGrin
0 like 0 dislike
0 comments 153 views
Get the Most Out of Your Current Customer

The customers you already have could be your biggest lead source, and you may not even realize it. Think about it this way, every customer you have, most likely has brothers, sisters, parents, cousins, and friends, so why not tap into it. Here are a few ideas to draw leads out of your ... one of your greatest referral sources, so don't think of them as statistics only, go after more of their business, and that of their friends and family.

by CheeryGrin
0 like 0 dislike
0 comments 169 views
Sell Your Customer What They Need

When it comes to selling your products it is important to ask your potential customers probing questions as well as open ended questions. These types of questions are geared toward gathering information. They commit your customer to giving you anything but a yes or no answer. For instance, an open-ended ... know, a happy customer is a good customer and will always come back to you for your services and refer friends and family to you as well.

by HistoryGuy
Connect with us:
...