Delegate Follow-up on a Complaint from a Customer - Letters

Example Letter #1

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We received some negative feedback on our remodeling of the Doe atrium. I would like you to look into it at your first opportunity. I should quickly add that we have received no formal or written complaint from John himself--just a few hints through the grapevine--so you will probably have to bring the matter up somehow with him. He seems unnecessarily hesitant to raise the issue himself, having had difficulty with his previous contractor.

Reassure him as best you can that we are here to please him, and we are not so far along on this project that we can't accommodate design changes. I suggest you simply give him an open invitation to critique specific aspects of the design. Let him know we are happy to rework, adapt, or even drop any feature. Try to help him put his finger on exactly what he's looking for.

Thanks for your help. Let me know how things go.

Example Letter #2

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I have a very important assignment for you that requires your tact and sensitivity. A customer named Mr. Doe is very upset about the service he received last week at our Springfield outlet and is demanding compensation. First of all, talk to the manager of the outlet to get his view of the problem. Then, talk to Mr. Doe and determine what he feels the problem is, what caused it, and what he feels would be a satisfactory solution. Do not admit fault. We need to avoid the possibility of frivolous litigation. Only gather information and bring your recommendation to me.

Example Letter #3

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I am forwarding the complaint of one John Doe for you to follow-up on. Mr. Doe claims that his car was damaged while parked in our valet lot. You know the disclaimer procedures, but Mr. Doe is a very valuable customer. I want you to do whatever it takes to keep him happy, including arranging to have his car repaired if necessary.

Example Letter #4

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John Doe just called to complain that we still have not corrected his automatic premium bank draft on his policy number 123-456-789. Please call policyholder services and get this taken care of immediately. Call John when you have everything corrected to reassure him that we care about his business. Let me know what happens.

Letter-Writing Tips

Write this letter as soon as a complaint has been received. It should contain sufficient detail to enable the reader to look into the matter and take appropriate action.

Step-by-Step Guide

1 Describe the complaint, including when it was received and from whom.

Sentences
  • John Doe of Doe Corporation called me this morning to inquire about their shipment of compressors. They were promised for June 18 but have not yet arrived.
  • Mr. and Mrs. Doe were rather upset to return to their room (#234) after lunch today to discover that the beds were still unmade and the room had not been cleaned.
  • A Mrs. Jane Doe called my office this morning to complain that the consignment of compressors that Doe International ordered two months ago has not arrived.
  • Mr. John Doe called me this morning, threatening to sue the city. Apparently he had booked the large pavilion at the Springfield city park for a family reunion last Saturday afternoon and evening. When they arrived, another group was in possession of the pavilion, claiming that they too had booked it.
  • Attached is a complaint we received yesterday from Ms. Jane Doe of Doe Corporation. It appears we made some errors in her order.
  • Mrs. Doe is upset that her son, Eric, was not chosen for a part in the school play in spite of his two years of private speech and drama lessons.
  • Mr. John Doe of Doe Corporation called me this morning. He was incensed at the rude treatment he apparently received from one of our operators.
  • I just received a note from Jane Doe of Doe Corporation. She claims we overcharged her by $100 on her last order.
Phrases
  • appears to have been a misunderstanding
  • called me earlier today
  • claims that we
  • has not yet arrived
  • have not yet received their
  • is very disappointed in
  • is annoyed about
  • made an error in
  • received a note from
  • spoke to me about
  • the attached complaint
  • their last order was
  • to enquire about
  • was treated rudely
  • was most incensed
  • was very angry
  • were promised for
  • were rather upset
  • were overcharged
  • when they learned that

2 Instruct the employee to follow up. You may wish to suggest specific action.

Sentences
  • Please find out what has caused the delay and let him know. Be sure to apologize.
  • Would you please investigate the situation and let Mrs. Doe know when she can expect the shipment to arrive?
  • Please resolve this. I suggest you find a copy of her original order and take it from there. I am sure you will handle this mix-up with your usual tact.
  • I would appreciate your researching this and finding out what actually occurred. I have already apologized verbally. I suggest you follow up with a letter.
  • Would you please check this out and take the appropriate action?
Phrases
  • a difficult situation
  • a written apology
  • am sure that you can
  • as a gesture of goodwill
  • check out the facts of the matter
  • check this out
  • even if it was not our error
  • follow up in writing
  • handling this problem
  • have already apologized
  • is a valued customer
  • let him know
  • on the basis that "the customer is always right."
  • please find out
  • please resolve this
  • researching the situation
  • suggest that you
  • take appropriate action
  • would you please investigate
  • would be appropriate to
  • would appreciate your
  • would seem to be in order

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