To reply to a complaint letter, companies should thank the customer who is complaining, address the complaint and compensate the customer. Swiftly respond to all complaints so that customers know their opinions matter.
- Open by thanking the customer for the complaint
In the opening of the letter, thank the person complaining. This draws the person into the letter to find out exactly what he did that deserves the company's gratitude. Explain that his complaint is an important issue that needs to be resolved so that all customers can benefit from the resolution. Mention that the company's executives are happy to have the chance to better satisfy customers.
- Address the complaint
Restate what the customer complained about. Discuss what should have happened or what can happen in the future to resolve the customer's issue.
- Compensate the customer
Give the customer something for taking the time and making the effort to write a letter regarding the issue. Explain that company executives understand the customer's time is valuable, and offer a small token in compensation for his effort.
- Remember these tips
Respond quickly. The quicker the company responds, the more memorable the response is to the customer. A long time span between the lodging of the complaint and the response to the complaint can lead to negative feedback. Be personable. A personal response holds more value to the customer than a general company response.