report - engl

8/4/2019 Report - Engl

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Responding to the

Letter of Complaint


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also called Adjustment Letters

A response letter provides the answers or information requested

in a letter of inquiry. The objective is to satisfy the reader with anaction that fulfills their request.

a letter in answer to a complaint letter. The answer may either

be a refusalor a grant.

a written response by a representative of a business or agencyto a customer's claim letter.

Business Correspondence


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State that the claim is to be honored and say when.

Explain how the error was made.

Express regret that the errors occurred and that the address was

inconvenienced.

Responding Letter to theletterof complaint must be:



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The Purpose of Respondingto a Letter of Complaint


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To inform the reader that actions are being taken against the wrongdoing as well as it serves as a legal document acknowledging thecomplaint.

Encourage the customer to continue buying other goods from you

To inform the reader that their complaint has been received.It is also a legal document recording what decisions were made andwhat actions have or will be taken.

Keep in mind that your reader has been inconvenienced. This is aprime goodwill building opportunity. Everybody makes mistakes andwhen a business owns up to one it goes along way to renewing thecustomer's confidence in a continued business relationship.


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Complaints should not be negative because they can serve as ameans of discovery and correcting poor service. It is also a chanceto win back the goodwill of the complainant.

To maintain a long term relationship with your customer or client.

To offer brief description of the cause of dissatisfaction and preparethe necessary action.


7/24 Business Correspondence

Parts and Features



Letter Heading / Company logoAddress Details

Tel. DetailsFax Details

Email AddressReference Number:Date

Customer Address Details

Dear xxxx,Re:

First Paragraph

Second and Subsequent Paragraphs

Closing Paragraph

Yours sincerely,



First Sample Paragraph

I was most concerned to receive your letter dated _____________regarding__________

Main Body Sample Paragraph

Respond to each issue raised in this part of your letter...Apologise when appropriate...Show empathy - I appreciate how frustrating

Emphasize what you havedone or cando...

The company aims to consistently deliver a professional service to ourcustomers and I would like to state that on this occasion the level of serviceyou received was unacceptable.



Closing Sample Paragraphs

Create the correct lasting impression the last thing you say, will be thefirst thing the customer remembers

Thank you for bringing this matter to my attention and that you will haveno further cause for any complaint in relation to our service.I apologize for the annoyance that this may have caused to you. Thecompany is actively working to improve service levels and your feedback

has proved to be invaluable.


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Ever long Batteries171 Chui Hung Road

Hung Hon, Hong KongTel/Fax 2235 2449

8 Aug 2011

Mr J WongPurchasing OfficerFortune Goods317 Orchard RoadSingapore

Dear Mr WongPlease accept our apologies for the error made by our company in filling your order no. 2639/L datedWednesday, 3 August 2011.You ordered 12,000 size Ultra super-long-life premium batteries, but our dispatch office sent 1,200. Thiswas due to a typing error.The balance of 10,800 batteries was dispatched by express courier to your store this morning and willarrive by Monday, 15 August 2011.

Since we value your business, we would like to offer you a 10% discount off your next order with us.We look forward to receiving your further orders and assure you that they will be filled correctly.

Yours sincerely

David ChoiDistributions Manager



Tips in Writing anAdjustment Letter



Tip1.Know What are you writing for?

To write a great letter you have to be in the right frame ofmind. Are you writing to handle a complaint, answer a queryor to thank them for placing an order? Framing the letter inthe right context means you will use the appropriate languageand the tone will be right. Try writing a thank you letter as ifyou are responding to a complaint the message is totally

different.

Before putting pen to paper, think for a minute and decidewhat your aim or goal is.



Tip 2.

State your purpose

Start off by summarizing why you are writing. Open yourletter by saying that you are responding to a query, or toresolve a problem they have had. This set out to the readerwhy you are contacting them and puts them in the right

frame of mind to accept your message. An openingsummary will grab their attention.



Tip 3.

Include a W.I.I.F.M.

No, this is not some obscure radio station! WIIFM stands forWhats 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 feelsatisfied. What could their WIIFM be? Their complaint may beresolved; they may get a discount voucher; a priority servicethe 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 WIIFMmoment.



Tip no.4Dont say I

Wherever possible, avoid littering your letter with Is.

The reader will find it hard to link with you if theyreceive me, me, me letters. Review your letters and

wherever possible substitute I with you. Change the

focus to the reader. Make them feel valued.



Tip no.5Write as you speak

Your writing style should reflect the way you talk. After all,

providing good customer service is partly down to how youinteract or communicate with your client and letters play animportant role.

review your letters and get rid of those phrases you learntin school letter-writing lessons!



Tip no.6Please do this

Having written a great letter, you dont want it to tail off into

nothing. Have a clear action-orientated close. Make sure yourreader knows what you expect him to do nextcall me so wecan 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 andleaves the customer in no doubt what he has to do nextanother element of good customer service.



Tip no.7

Ask someone to check your letter

If you are writing a very important letter or one containing acomplex message, its 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 conveyclear and understandable? Youll 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 asuperb letter, which will further enforce your image of providingexceptional customer service.



Dos and Donts when

writing a response toletter of complaint



DosDo mention the problem.

Do greet the person complaining.

Do assure the person that the complainthas

been heard and that you want to work with

the person to find a solution.

Do respond to complaints, even if nosolution has been found.



Don'ts

Don't be condescending.

Don't use technical jargon.

Don't make promises.

Dont be rude or dismissive.


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END

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