Last week, we looked at how you can acknowledge complaints
when you don't have time or enough information in replying to them. Now
it's time to face the music. We will look at some examples of reply letters
to complaints.
Replying to complaints is the most difficult letter to write because most
of the time, you have to offer apologies and make compensations. It is
even harder when complaints are not justified.
This week, we will look at how you can deal with complaints when you
are obviously in the wrong. Let us have a look at an example:
Dear Ms. Bell,
Thank you for writing to us on …. Please
accept my apologies for the problems you experienced with our
Contact Centre.
By way of apology, I am enclosing travel
voucher to the value of ?24.44-being the full cost of your additional
tickets. These vouchers are valid for one year and can be used
as full or part payment towards a future rail journey-either with
Midland Mainline or with another train operating company.
Tickets are posted at least five days
in advance and are addressed in line with the information provided
at the time of booking. However, as you may imagine, the centre
processes many thousands of tickets each day and, from time
to time, it is inevitable that a small percentage may take a
bit longer than normal to arrive. Where tickets have not been
received, customers are advised to telephone the centre to arrange
for replacement tickets.
However, I do realize that it may have
taken longer than normal to get through. The Contact Centre
were experiencing problems with new telephone system that was
installed, and there were a few teething problems. These have
now been resolved and queuing times have now been reduced. Naturally
the Contact Centre carefully monitor the number of incoming
calls throughout the day to identify any peaks in demand and
aim to provide the maximum number of staff during those very
busy times. However, from time to time, there can be sudden,
unexpected high levels of demand that cannot always be anticipated.
Once again, please accept my apologies
for the disappointing level of service provided by Midland Mainline
and for the problems this caused you. Despite your recent experience,
I hope you will use Midland Mainline's services in the future.
Yours sincerely,
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First of all, you should refer to the complaint received.
Thank you for writing to us on…
I was concerned to hear about the problem you have with…
I am writing in response to your letter on…
Then, you should offer an apology and explanation.
Please accept my apologies for…
I am sorry to hear of the disappointing service you received.
I would agree totally that the service you have received in this instance
is very unsatisfactory and I personally apologize for the inconvenience
that has been caused.
If the recipient deserves compensation, or you wish to maintain
a good relationship with customer, you should offer some token of this
recognition.
By way of apology, I would like to offer…
In view of the length of time that has elapsed, I will …
You can end the letter by apologizing again or offering more
help.
Once again, please accept my sincere apologies
for…
Thank you for bringing this matter to my attention, and I trust that
your confidence in … (the company) will be restored.
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