How to Pen a Complaint Letter

Topics: Customer, Customer service, Sales Pages: 13 (4560 words) Published: October 19, 2008
Complaints Letters
Outline of Notes
1.Writing Complaints Letters - Examples Of How To Write Good Complaints Letters 2.What Are The Tips And Secrets Of Effective Complaints Letter Writing? 3.Write Concise Letters
4.Authoritative Complaints Letters Have Credibility And Carry More Weight

5.Complaints Letters Must Include All The Facts
6.Constructive Letters And Suggestions Make Complaints Easier To Resolve 7.Write Letters With A Friendly And Complimentary Tone

8.Returning Faulty Products
9.Complaints Letter Template
10.Where Should You Send Letters Of Complaints?
11.Sample Complaints Letters
12.Responding To Customer Complaints And Complaints Letters

Writing Complaints Letters - Examples of How to Write Good Complaints Letters

Here are simple tips, templates and examples for writing good complaints letters. This writing approach is effective for private consumers and for business-to-business customers who need to write letters of complaint that produces positive outcomes. Effective complaints letters should be: concise, authoritative, factual, constructive, and friendly. Imagine you are receiving a customer’s letter of complaint. What type of letter would encourage you to respond positively and helpfully to the complaint? Good complaints letters have these features: Concise letters can be understood quickly. Authoritative letters - letters that are well written and professionally presented - have more credibility and are taken seriously. Factual letters enable the reader to see immediately the relevant details, dates, requirements, etc., and to justify action to resolve the complaint. Constructive letters - with positive statements, suggesting positive actions - encourage action and quicker decisions. Friendly letters - with a considerate, cooperative and complimentary tone - are prioritized because the reader warms to the writer and wants to help. These complaints methods are based on cooperation, relationships, constructive problem-solving, and are therefore transferable to phone and face-to-face complaints.

What Are The Tips And Secrets Of Effective Complaints Letter Writing?

(Please note that UK English tends to prefer the spelling ISE in words such as apologize, organize, etc., whereas US English prefers IZE. Obviously in your letters use the appropriate spelling for your particular audience.)

Write Concise Letters

We all receive too many communications these days, especially letters. People in complaints departments receive more letters than most, and cannot read every letter fully. The only letters that are read fully are the most concise, clear, compact letters. Letters that ramble or are vague will not be read properly. So it’s simple - to be acted upon, first your letter must be read. To be read your letter must be concise. A concise letter of complaint must make its main point in less than five seconds. The complaint letter may subsequently take a few more seconds to explain the situation, but first the main point must be understood in a few seconds. Structuring the letter is important. Think in terms of the acronym AIDA - attention, interest, desire, action. This is the fundamental process of persuasion. It’s been used by the selling profession for fifty years or more. It applies to letters of complaints too, which after all, are letters of persuasion. The complaint letter attempts to persuade the reader to take action. Structure your letter so that you include a heading - which identifies the issue and name of product, service, person, location, with code or reference number if applicable. Then state the simple facts, with relevant dates and details. Next state what you’d like to happen - a positive request for the reader to react to. Include also, (as a sign-off point is usually best), something complimentary about the organization and/or its products, service, or people. For example: “I’ve long been a user of your products/services and up until now have always regarded...
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