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When a complaint letter is sent to your boss or the customer service office
due to a customer dissatisfaction encounter, it can be a very daunting. While
verbal complaints happen all the time, a written letter to upper level
management certainly can ring a bell at your current employment. Thus, it’s
very important to know all of the facts and to respond to the complaint in a
timely and tactful manner. Remember, the customer is NOT always right.
When you feel that it was a mutual misunderstanding, or that you have
handled the situation properly and your boss still insist on some sort of
disciplinary action. It is detrimental that you respond to the complaint letter
immediately with an explanation letter. Keep in mind that when the customer
wrote the letter to upper management complaining about you, how effective it
sparked up your bosses. Therefore, writing an explanation letter on your behalf
will certainly subside their resentment.
When writing a letter to your boss, it is imperative to use a polite,
respective tone, and keep your letter short and to the point. Keep in mind that
you are not to argue, but to only explain your side of the matter. Even if you
disagree with the complaint, and can do nothing about it, a considerate
response letter will often help soothe your irate bosses or managers.
Begin your response letter by explaining the purpose of your letter stating
that this is to clarify the customer’s complaint. When referring to your
customer on the letter, always refer him/her as a valued customer (shows no
matter what happened you saw her as a valued customer).
Next, state the time and date of the complaint, explaining briefly what
happened at the time of your encounter. Continue by describing in detail why
you might have been “misunderstood" by the “value customer" to create this
complaint. Always mention, if any, that you have followed standard procedures,
company policies and even suggested an alternative solution.
When you are not at fault, let your boss know that you would appreciate
it if they could better investigate this situation before considering any
negative evaluations so it will not happen again. Do this tactfully, without
accusation. The letter should show that you will “continue" to values both
fairness and customers. Keep the letter serious and professional and you might
just get off the hook. For a explanation letter template visit: http://www.webtopix.net/2006/06/explanation-to-complaint-letter.html
to read full article: http://www.webtopix.net/2006/06/composing-explanation-to-complaint.html
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