When you get a complaint letter, these are never fun to receive because a customer is angry and a potential sale is lost. When you want to identify why a customer is angry, you want to first figure out what’s causing the answer.
Whether it’s an employee, a product that isn’t as described or no matter what the reason may be, the first step is to identify why a customer is sending a complaint letter. Also, customers will often send in letters for poor customer service as well. How you respond to the letters though is what will dictate just how long that customer stays a customer though so this situation has to be handled with care.
Acknowledge that you received a complaint from the customer and apologize.
Repeat the details for the complaint and the specifics of the event that the customer is complaining about.
Let the customer know that swift action will be taken and what you plan to do about it.
Offer the customer something in return.
I’ve received your letter about unsatisfactory service here at Benny’s Pizza and that deeply concerns me that you feel that way.
As your letter stated, you were here on November 2 at 4:25 PM and you were seated by a woman named Sally. Sally was incredibly rude and actually used a curse word at you? I am going to be reviewing the tapes of that day and if she indeed is found to be doing the stated actions, she will be immediately fired.
The next time you come in, your meal is on me. I want you as a customer here at Benny’s, don’t let one rude servant scare you away.
I just want you to know that I have received your complaint letter and I am deeply sorry that you did not have a pleasant experience at Last Stop, our premier restaurant in the area. However, the good news is that I have reviewed all of the evidence that you have given to me and I even pulled up the tape from the dates specified.
It did indeed look like the cashier was being very rude to you and was having a bad day. I want you to know that our company doesn’t tolerate the mistreatment of customers in any way, shape or form. I would like you to know that the cashier have seen been fired and you are more than welcome to dine again at my restaurant on me next time.
I’ll front your bill for the convenience you have suffered. I hope you’re doing well and hope to see you back here again soon,