Example Letter #1
We have just received your letter regarding a broken screen door glass. We are sorry for your misfortune, but because the glass was broken during installation, we cannot accept responsibility.
Customers who pay for our delivery and installation are entitled to reimbursement for such damages, but our records show that you chose to do your own installation. We do have replacement glass, which we will sell at a reduced rate of $20. For an additional $10 we will install it. We value your business and will be pleased to help.
Example Letter #2
I understand the disappointment you must have felt when you realized that you couldn't remove that grape juice stain from your new rug. I hope you can understand my position when I must deny your request for a free replacement, because I cannot be responsible for what happened to the rug after it left the store.
May I suggest that you take it to Doe Cleaners at 1600 Main Street. I understand they have a new process for cleaning small rugs. I believe they will be able to make it look like new again. Thank you for your understanding.
Example Letter #3
We understand that it must be disappointing to lose your layaway down payment of 15%. However, the sign over the cashier's desk clearly detailed the layaway deposit policy as did the layaway receipt which you signed. Our store policy requires that all returned layaway merchandise is subject to forfeiture of the 15% deposit. If you care to purchase the merchandise, we will credit your purchase with 15%. We simply cannot keep merchandise in storage for eight weeks and forfeit the opportunity to sell it to other customers. We anticipate serving your shopping needs in the future and hope to hear from you soon.
Example Letter #4
I just read your letter complaining about the investment return you received on the Doe Mid-Cap Fund. It is frustrating when expectations are not met. However, as I explained when you first purchased the Mid-Cap Fund, it is an extremely aggressive investment, subject to market fluctuation, and not for the faint of heart; consequently, I cannot refund your investment at this time. I suggest that you either hold on to the investment until it rebounds or shift the remainder of your investment to a safer fund. If you wish to examine these alternatives, give me a call. I appreciate your business and hope we can continue to work together.
Write Your Letter Step-by-Step
Acknowledge the customer's problem and show that you understand his or her point of view.
washing machine. I understand your distress at the rudeness you experienced at our recent sale, and I am sorry. I appreciate that one does simply "change one's mind" sometimes, and I am sorry that the towels we sent you no longer harmonize with your bathroom color scheme. I received your letter expressing concern about the price we charged for the porcelain dolls you ordered June 8. We were sorry to hear that the six cases of crystal glassware we shipped to you arrived so late.
Explain the facts and reasoning that led to your decision, then state your decision.
Suggest appropriate action to resolve the customer's difficulty.
Close with a positive statement expressing good will and the assurance that you value the customer's business.
matter. Thanks for your business. We value you as a customer. We value our relationship with you, and we want to be fair, but we must treat all our customers the same. Please let me know if I can assist you further.