Without the proper approach, you will not respond professionally to complaint letters.
When running a business, receiving complaints is inevitable. Thus, you should have a policy in place you can quickly implement so complaints of a poor product or service are swiftly and appropriately addressed. When you approach complaints with the proper attitude, you can often turn a negative situation into a positive and you just might win over a customer for life.
Instructions
1. Give yourself time to cool off before responding. Because your initial reaction may be harsh, you want to ensure you respond appropriately.
2. Make sure your tone is courteous as you acknowledge the customer's feelings and convey that you fully understand the complaint. Offer a reasoned explanation for the company's approach, offering no excuses. Instead, be sure to apologize as much as necessary.
3. Provide a refund, if it was a product, and allow the customer to keep the item. You may also want to offer an alternative product or service as compensation. Perhaps offering a small gift card is suitable, along with your assurances that the situation will be addressed and if it ever happens again, you will take strong action. Disappointed customers often leave with a smile once given a gift card.
4. Have the offending party apologize in a letter, if the customer responds with continuing dissatisfaction.
