| Commercial Correspondence Unit 7 Complaints and Adjustments (contd) Replying to letters of complaint Points to remember when replying to letters of complaint: Complaints should be answered promptly. Emphasize solution rather than the error. If unjustified, be firm but polite, and try not to offend. If you are at fault, express regret and admit it. Replying to letters of complaint Points to remember when replying to letters of complaint: Explain how the matter will be put right or has been rectified. Never blame staff. Reassure the customer of future good service, to build loyalty. Parts of a replying letter Four to five parts: Opening Asking for time to investigate the complaint Explaining the mistake/ Rejecting a complaint Solving the problem Closing Opening Acknowledge receiving the complaint, and thank your customer for informing you. Thank you for your letter of informing us that We would like to thank you for informing us of our accounting error in your letter of We are replying to your letter of in which you told us that Asking for time to investigate the complaint While we cannot give you an explanation at present, we are looking into the problem and will contact you again shortly. Would you please return samples of the items you are dissatisfied with, and I will send them to our factory in Mumbai for tests. Explaining the mistake and telling what has been done The mistake was due to a fault in one of our machines, which has now been corrected. There appears to have been some confusion in our addressing system, but this has been sorted out. As we are sending out orders promptly, I think these delays may be occurring in transit. I shall get in touch with the haulage contractors. Solving the problem Having acknowledged your responsibility, you should put matters right ASAP, and tell your customer that you are doing so. Replacements for the damaged goods have been sent by parcel post this morning. It will not be necessary . | Commercial Correspondence Unit 7 Complaints and Adjustments (contd) Replying to letters of complaint Points to remember when replying to letters of complaint: Complaints should be answered promptly. Emphasize solution rather than the error. If unjustified, be firm but polite, and try not to offend. If you are at fault, express regret and admit it. Replying to letters of complaint Points to remember when replying to letters of complaint: Explain how the matter will be put right or has been rectified. Never blame staff. Reassure the customer of future good service, to build loyalty. Parts of a replying letter Four to five parts: Opening Asking for time to investigate the complaint Explaining the mistake/ Rejecting a complaint Solving the problem Closing Opening Acknowledge receiving the complaint, and thank your customer for informing you. Thank you for your letter of informing us that We would like to thank you for informing us of our accounting error in your letter
