Solid Response to a Complaint about Treatment by Customer Service Sample Letter

| March 21, 2013 | 0 Comments

This response to a complaint about treatment by customer service sample letter can be used by businesses to follow up on customer service complaints. Customer service agents don’t always respond to complaints in a diplomatic, professional manner. Customer service can be a stressful job, and an agent who is tired, stressed out, or experiencing personal problems may not respond to a customer’s grievance appropriately. Though this is no excuse, it is understandable, and does occur. If a customer has been offended by the treatment they received from one of your agents, appease them by using our response to a complaint about treatment by customer service sample letter.

Making the Best Use of Our Response to a Complaint about Treatment by Customer Service Sample Letter

You’ll make the best use of our response to a complaint about treatment by customer service sample letter if you first understand its structure and format. Because it is a formal business letter, it should be formatted accordingly. Our example is formatted in the block style, a widely accepted format for business correspondence.

The block style takes its name from the way in which the text is written in sections or “blocks,” each block being separated by a space and justified to the left of the page. This provides your letter with a professional appearance, and makes it equally easy to edit. With a bit of cutting and pasting you can speedily replace the contents of our response to a complaint about treatment by customer service sample letter with your own information.

Once you understand its format you can Download Our Response to a Complaint about Treatment by Customer Service Sample and edit it on your own computer using Microsoft Word or a similar program.

We begin our response to a complaint about treatment by customer service sample letter by correctly formatting the address. You first type your name and contact information, followed by the date, the name, and contact details of the reader, and finally the greeting or salutation

In the body of our response to a complaint about treatment by customer service sample letter we must immediately apologize to the customer for the poor service they received. It is also important to refer to the incident by citing the date or order number there was a problem with. This shows the customer that you are aware of their particular incident, and that this is not a mass produced, generic letter.

Once you have apologized for the poor customer service the client received, you’ll need to address the issue. It may be that your company was not in the wrong regarding the actual issue, but the poor customer service requires you to provide a diplomatic explanation.

Although you have explained the reason for the issue, you must still appease the customer. This could involve issuing a refund, or crediting their account, depending on your particular policy. Remember, it is always best to retain a customer than to alienate one!

Here’s how our completed response to a complaint about treatment by customer service sample letter looks:


Mr. Max Hamilton
Vice President Sales
Hannover Industries
49 E. 53rd St.
New York, NY 210002
Tel: 212-555-6763

June 11, 2007

Mr., John Jeffries
14 N. Star Rd.
Wilmington, DE 400175

Dear Mr. Jeffries,

On behalf of Hannover Industries I would like to apologize for the poor Customer service you received when you called to inquire about a pricing issue on June 7, 2007.

Although our policy clearly states that all quoted prices are subject to change without notice, as a valued customer you deserve much better treatment than you received. I assure you that I will speak personally with the agent who served you.

Our prices fluctuate because of the complex logistics involved. Many of our products require natural resources from countries that are quite far away. Although we try to absorb minor changes, in the instance of the nickel plated adaptors you ordered, our costs for a particular component has doubled in the last month due to mining strikes in Bogota, Columbia.

In all fairness, we are not able to adjust the prices on orders placed after an unexpected price increase. As a courtesy to you as a valued customer however, I am crediting your account in the amount of $375 which you can use towards your next order.

Sincerely,

Max Hamilton

Once you are ready to compose your own letter you can Download Our Response to a Complaint about Treatment by Customer Service Sample Letter and edit it to include your personal details.

Tips and Useful Sentences You Can Use with our Response to a Complaint about Treatment by Customer Service Sample Letter:

  • I am very sorry for the service you received by our customer service department on (date).
  • Remember, it is best to keep a customer who will continue to do business with you than to alienate one who will no longer spend money with your company. Consider any refund or credit a small investment in the future.
  • Be sincere and fair, to the customer, and to any agent who a customer complains about. Know the full story and all of the facts before taking any action.

Category: Response to a Complaint Letter Examples

About the Author ()

Melanie Walters is a writer and editor for several businesses both online and offline. Her experience with writing business letters and marketing materials has helped her understand exactly what works in written communication for businesses. In the 10 years she's been writing, Melanie has amassed a large collection of letter examples that she gladly shares with you here on Letter Example Help.org

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