Letters of complaint: how to respond in 7 Easy Steps

Ask many small business owners what happens in providing excellent customer service and you have answers, such as for education, serving at once, keeping your promises etc. But in this hi-tech age, we tend to forget that the humble letter is just as important a role in ensuring good customer service. Yet how many times have you received a 'letter of apology', which makes you even more unhappy? The message it conveys, the language used - all designed to wrap it up!

With a little 'careful reflection, a well-crafted letter can provide comfort to a customer complaint and enhance your reputation as a customer-oriented business. In this article I will share some tips on how to write a large letter.

What are you writing for?

To write a large letter must be in the right frame of mind. You're writing to handle a complaint, answer a query, or to thank them for placing an order? Framing the letter in context means that it will use the appropriate language and tone will be right. Try writing a letter of thanks as if you're responding to a complaint - the message is completely different.

Before you put pen to paper, think for a minute and decide what your purpose or goal.

State your purpose

Start by summarizing why you are writing. Open your letter saying that you are replying to a query, or to solve a problem they had. This statement to the reader why you are in touch with them and puts them in the right frame of mind to accept the message. A summary of opening their attention.

Include a W.I.I.F.M.

No, this is not an obscure radio station! WIIFM stands for 'What's in it for me?' To truly engage your customers and get them on your side, you must include a benefit for them. They must get something from your letter so they feel satisfied. What could their WIIFM? Their complaint may be resolved, but they can get a discount, a prime service the next time you use. If the compliant is a minor, a simple, sincere apology may be enough!

Study your letter carefully and make sure you have a moment WIIFM.

Do not say 'I'

Where possible, avoiding release your letter with me '. The reader will find difficult to connect with you if you get 'me, me, me' letters. Review your letters and, where possible substitute 'I' with 'you'. Change the focus to the reader. Make them feel appreciated.

Write as you speak

I forgot the number of times I have received letters, which read as if they were written in early 1900! Rich in language, boring, rigid and outmoded - too formal. Your writing style should reflect the way you talk. After all, providing good customer service is in part due to the way they interact or communicate with the client and the letters have an important role.

So, review your letters and get rid of those phrases that you learned in school letter-writing lessons!

"Please do ..."

After writing a large letter, you do not want the tail off into nothingness. Have a clear action-oriented neighbor. Make sure the reader knows what is expected to do next - "call me so we can discuss this idea in more depth", "Fill out the attached form and pop in the post", "send me an order" (a bit 'strong, perhaps but certainly the point!).
A resounding call to action is a great way to finish a letter and leaves no doubt that the customer should do next - another element of good customer service.

Have someone check your letter

If you are writing a letter containing a very important or a complex message, it is wise to ask someone to proof read. This is not only to check the spelling, but also to check the readability. And 'the structure of the message you want to convey clear and understandable? You will be amazed by what someone else will take what you have completely lost!

So, that's it. Some tips on how to write a superb letter, which reinforce your image to provide exceptional customer service.

Robert Warlow
Small business success ......