Verbal complaints happen anytime and everywhere but certainly, a written letter for an upper level management can ring a bell at your actual employment. When such a complaint letter is sent out to your boss due to a customer dissatisfaction or to the customer service office, it may be a very daunting. Because of that, it is very important to know the facts and to respond to the complaint timely using right words and, the most important, a tactful manner. Keep in mind that the customer is not always right. He may be wrong as well.
The most important is that you respond to the complaint immediately with a full qualified explanation letter. Pay attention how effective it sparked up your bosses when the customer wrote that letter to the upper management complaining about you. Remember: Writing an explanation letter on your behalf will surely subside their resentment.
When writing a letter to your boss, it is compulsory to use a respective and a polite tone, and the letter must be as short as possible and right to the point. Keep in mind you only have to explain your side but not to argue. A considerate and polite response letter will often help soothe your bosses or managers even if, for sure, you disagree with that complaint and you cannot do anything about it.Your response must begin by explaining the aim of your letter stating that this is to clarify the customer’s issue. When referring to the dissatisfied customer, always refer him or her as a “valued customer” (shows that, disregarding what happened, you saw him or her as a valued one).
The next step is to state the time and date of the complaint, explaining what happened at the time when the complaint was sent. Then, describe in detail why you think you were “misunderstood” by the “valued client” and he decided to write his complaint. Always mention that you have followed all of the procedures, company policies and that you even suggested another alternative “peaceful" solution for the customer’s problem.
While you are not guilty, let your boss know that you would appreciate if the situation would be better investigated before considering any bad evaluations so it will not happen again. Things must be made tactfully, without accusation, but with responsibility. Your words must show that you will continue to value both of the fair and unfair clients. Keep your letter professional and serious and you might just get off the hook.
Definition
A letter of complaint, or complaint letter, is normally written to deal with a problem situation when the product damaged and wrong. Even though you may feel angry because of several problems mentioned above, but in business correspondence you should not show by writing bad words in your complaint letter. Your letter should be polite, explain the problem clearly for example by mentioning why you are dissatisfied and hope your supplier will give you a replacement.
The following are some rules for making complaint letter :
a. Begin your letter by regretting why you complain.
b. Write the date of order, or the date of payment and delivery, etc.
c. State your reasons for being dissatisfied.
d. Ask for explanation from the representative from that company.
e. Suggest the solution.
f. Avoid reideness as if will create ill feeling and cause the supplier unwilling to help.
Useful expression of complaint letter (Opening, main section and closing phrases) :
• We would like to complaint about the goods we received two days ago our order no…….invoice no……some of the goods have been damaged in transport.
• We are sorry to report that the goods arrived in a bad condition.
• We are sorry to have to tell you that one of the cases of your consignment was badly damaged when delivered on…….
• We are writing to inform you that several boxes dispatched under your advice or………..was badly damaged when delivered.
• We would like to let you know that the goods were broken/so that a large part of the contents has been unfit for sale/ many sacks were torn and part of the contents was missing.
• Would you please look into this as soon as possible.
• It is very important that this fault (mistake, error) is corrected immediately.
• We must ask you to replace the damage goods/ the wrong goods / the wrong deliveries.
• We must insist you on an immediate replacement for the wrong goods, and we must ask you to follow our instruction more carefully in the future.
• Please let us know when the replacement can be delivered.
• Please dispatch the correct deliveries immediately and make sure that they will reach us within the next few days.
• We look forward to receiving your answer.
• We look forward to hearing that the replacement for the wrong/damage goods will be sent straight away.
• We look forward to your confirmation of our complaint.
• We are looking forward to receiving the replacement in good condition.
Good complaints letters with the above features tend to produce better outcomes:
Concise letters can be understood quickly.
· Authoritative letters - letters that are well written and professionally presented - have more credibility and are taken more seriously.
· Factual letters enable the reader to see immediately the relevant details, dates, requirements, etc., and to justify action to resolve the complaint.
· Constructive letters - with positive statements, suggesting positive actions - encourage action and quicker decisions.
· Friendly letters - with a considerate, cooperative and complimentary tone - are prioritised because the reader responds positively to the writer and wants to help.
