Copy a Letter
Example Letter #1
Thank you for your letter requesting a replacement tire for your car. We are sorry the tire has not performed to your expectations, but before we can make an adjustment we will need to see the tire and either the sales slip or the warranty card. As soon as you can bring these to our dealership, we will make every effort to get you back on the road.
Example Letter #2
Thank you for informing me that we over billed your company's account $50.00. I am trying to credit your account, but because we have more that one Doe in our files, I need more information. Please send me your account number and, if possible, a copy of your last billing statement with the over billed amount on it so that I can find the error at its source.
I look forward to receiving the information soon, so I can correct the error. Please call my office at 555-5555 if you have any questions.
Example Letter #3
We apologize that our automatic car wash took your money without rendering service. I sent my service representative out yesterday to examine stall #5, the one you described. I would be happy to refund your money but you failed to tell me how much you lost. Please phone me at 555-5555 to clear up this problem.
Example Letter #4
I am sorry to hear that you have had problems with your new sprinkler system. I will send out a service technician tomorrow to see what we can do. It would be helpful if you could have your warranty on hand for us to review. I am sure we can resolve things to your satisfaction.
When you don't have enough information to respond to the complaint immediately, this letter will serve to either ask the customer for more information or to inform the customer that you are collecting more information from another source before responding. It lets the customer know that you take the complaint seriously.
1 Acknowledge the complaint and express sympathy, referring to the customer's problem, rather than to the complaint.
2 Explain that you are investigating the problem. Ask for the information you need.
3 Close with an expression of good will and assurance that you will try to satisfy the customer.