Q:

How do you write a letter to an angry customer?

A:

Quick Answer

To write a letter to an angry customer, start by gathering as much information about the customer's situation as possible. In the letter, acknowledge the customer's issue, and apologize if your company has erred in some way. Close the letter by promising to fix the issue, and include your contact information.

Continue Reading

Full Answer

  1. Gather information about the issue

    Before contacting the angry customer, gather all the information available about the customer's issue. Talk to any employees who interacted with the customer, watch any surveillance footage, and check all available records.

  2. Acknowledge the issues

    The first item in the letter is an acknowledgement of the customer's complaint. Make it clear that you understand the situation. It's important to be sympathetic and caring and to not be defensive or aggressive in any way. If your company made a mistake, apologize to the customer.

  3. Explain how you'll fix the issue

    If possible, explain what steps can be taken to fix the issue. If the issue is a misunderstanding, explain your company's policies in straightforward manner. Try to maintain the tone of pride in your company and its commitment to customer service.

  4. Provide your contact information, and thank the customer

    Close the letter with your contact information, and a promise to follow up with the customer soon. End by thanking the customer for visiting your company.

Learn more about Business Resources

Related Questions

  • Q:

    What information does a refund policy form include?

    A:

    The specific information that appears on a refund form depends on the nature of the refund policy and the company overseeing the process, although most typically ask for the name and contact information of the customer, along with details about the reason for the refund and the amount. Some forms may ask for a proof of purchase or an order number in addition to the payment method.

    Full Answer >
    Filed Under:
  • Q:

    What are the different sections of a water bill statement?

    A:

    In most situations, water bills include account information for the customer as well as the cost and amount of water used in that cycle. Each water utility company offers different services in different regions, which leads to numerous differences in the type of information that appears on any given bill.

    Full Answer >
    Filed Under:
  • Q:

    What should you include on a foreclosure letter template?

    A:

    A foreclosure letter template should have an area for the customer to present a clear picture of his situation. The customer needs to explain the circumstances that are beyond his control that have made him unable to make good on his mortgage commitment. Usually these hardships include loss of job, medical bills, natural disasters and military service.

    Full Answer >
    Filed Under:
  • Q:

    What information should you include on letters requesting documents?

    A:

    Though the specific information to include on a letter requesting documents from another party may vary depending on the nature of the situation, most letters should include a clear description of the exact documents in question, the address to which the party should send them and the date by which they should arrive. The letter should also include the name of the person requesting the documents and a statement thanking the organization.

    Full Answer >

Explore