You can’t risk losing any of the customers who have given you good business over the years, or even ones who have just become customers. To maintain goodwill, you need to make sure that you provide them with excellent service and ensure their satisfaction at all times. However, this is not always possible. We may make mistakes at times or customers can come across as unreasonable. In either case, it is up to us to make sure that we retain them to ensure recurring business opportunities.
Customers may complain about the quality of a product, bad service or delivery issues. The first thing that you need to do is acknowledge the receipt of a complaint letter. You can then decide what to do about it – do you agree that the customer is right in complaining? If he is, you should apologize, explain the fault, investigate what happened and send in a proposal to settle the issue. However, if you feel that the complaint is ill-placed, you can reject responsibility of the problem which led to the problem. You will of course, need to send in a proposal to settle the issue in this instance as well since you do not want anything hanging in the middle.
The best way to settle a customer’s complaint is to first write back to him. Here is how you can do this.
December 31, 2014
88 Bowling Avenue
Nashville, TN 72012
Dear Mr. Thompson:
This is in reply to the complaint letter I received from you regarding the quality of service you have received from PenDown Inc. I apologize for the series of unpleasant events you have had to face since November.
PenDown Inc. prides itself on responding to our valued customers’ queries and resolving their issues in a prompt manner. Your complaint suggests that you have not been updated about the new service charges that were levied on your account with us. I have spoken to Mr. John Woods (your account manager) who showed me an email that he sent to you on September 14, 2014, detailing that these service charges will be posted to your account and also explaining why the company has decided to levy them. It is my opinion and Mr. Woods’, you did not receive that email – perhaps you would like to check your spam folder?
To show our goodwill, we have decided to reverse these charges in your account for the months October and November. I apologize for the inconvenience that this incident has caused you once again. We appreciate your business and anticipate a long lasting relationship with you.
Manager Accounts, PenDown Inc.
700 Bellwood Avenue, Nashville, TN 71924
Tel: (222) 222-2222, Email:
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