Most complaints will be addressed by a person or company by mail. 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. Include any pertinent details in your letter, such as details on the product and how you plan to resolve the issue. Write this type of letter to respond to a complaint that you have received from a customer regarding poor product quality. 1: Thank the customer for the feedback or simply apologize. 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. We created seven different examples to show how the template can be adjusted. What’s a customer service rep supposed to do when dealing with difficult customers? “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. The below email template could keep their graces without wasting too much time. Sample of apology letter is given below. 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. 7 examples of customer complaint response templates. 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. Sample Apology Letter in Response to Customer Complaint. 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. Respected customer, This should be followed by addressing the customer’s concern. However, there are times when it’s the customer who’s in the wrong. There are many ways to alter it. Quick Tips: Responding to Customer Enquiry via Email. Example email template: Hi [CUSTOMER NAME], Thank you for your email. Here at Boston Co., we strive to provide the best and greatest service for all our customers. Do not refer to the customer's concern as a complaint. [Your letterhead, if desired; if not, your return address] [Date of letter-month, day, and year] 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. 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. Apology letter is important because it shows that you have owned your mistake and you are willing to let the affected customer know this. Reply to Compliment Email from Customer. This could be a delicate situation. Dear customer, We are extremely happy to hear that you enjoyed our services here at Boston Co. They can write this letter by asking for an apology from customers and assure them that they will not face this problem again. Thank you so much for your kind words, and I will be sure to share your compliment with all the working employees. An apology letter to customer for poor service is a letter written in reply to a complaint from a customer for bad service rendered. There are many other scenarios as well in which it may be necessary to respond to customer complaints. ; The email should open with an appreciation. 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