Do not refer to the customer's concern as a complaint. Sample Apology Letter in Response to Customer Complaint. Here is a simple template example of a response letter to a customer complaint. That means that resolving the problem for a single customer could make dozens of other customers happier at the same time. This letter can be used by any firm of business who gets specific complaints from customers. [Your letterhead, if desired; if not, your return address] [Date of letter-month, day, and year] The template acts as the starting point for responding to different situations, but you should modify it to add a personal touch or any relevant information. Apology letter is important because it shows that you have owned your mistake and you are willing to let the affected customer know this. If you have had such trouble and are looking for clues on how to handle them, then here are some samples to respond to customer complaints: 1- Unhappy customer response letter. This could be a delicate situation. 1: Thank the customer for the feedback or simply apologize. They can write this letter by asking for an apology from customers and assure them that they will not face this problem again. Here at Boston Co., we strive to provide the best and greatest service for all our customers. Example email template: Hi [CUSTOMER NAME], Thank you for your email. Here’s a great example from Zappos of a customer getting a human response from an email that they expected to be unmonitored: It’s a pretty small thing, but it can be a truly surprising and delightful moment—especially if the customer is reaching out with a complaint. What’s a customer service rep supposed to do when dealing with difficult customers? Quick Tips: Responding to Customer Enquiry via Email. An apology letter to customer for poor service is a letter written in reply to a complaint from a customer for bad service rendered. This should be followed by addressing the customer’s concern. Most complaints will be addressed by a person or company by mail. 7 examples of customer complaint response templates. But you don’t need to be angry or annoyed in dealing with it, just write a response to complaint letter. ; The email should open with an appreciation. 2: Explain the reason for the situation or what steps you are taking to correct it. The apology is meant to make amends with the clients for poor service provided. Auto-reply email sample: Hi [first_name], ... Each customer complaint could mean that dozens of other customers are having the same problem and not letting you know. When customers make enquiries via email, endeavor to respond as quickly as possible.This shows that you place value on them. To respond to these types of customers, it’s important to remember that they likely feel entitled to the extra attention they are asking for. An understanding tone should also be used in writing response letters to customer complaints, and in dealing with any failure to meet expectations, whether the customer's expectations are realistic and fair, or not. The below email template could keep their graces without wasting too much time. There are many ways to alter it. Write this type of letter to respond to a complaint that you have received from a customer regarding poor product quality. Dear customer, We are extremely happy to hear that you enjoyed our services here at Boston Co. Include any pertinent details in your letter, such as details on the product and how you plan to resolve the issue. Thank you so much for your kind words, and I will be sure to share your compliment with all the working employees. “It’s not us, it’s you.” For the most part, customer service representatives are discouraged from taking this approach when addressing misunderstandings with customers, particularly when the company is at fault. 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