Daily Life Tips

Procedure for Good News – Responding to Complaints a)    Put the good news first This is the quickest way of restoring confidence   Tell the reader right away that his refund is enclosed, the repair is being done for free etc. Leave apologies and other negative statements for later. Avoid limp, ambiguous openings, e.g. “Thank you for your letter describing ……” b)    Give the customer an explanation To restore confidence requires more than offering compensation. The customer has been inconvenienced and wants to be assured that this will not happen again. A good explanation conveys honest concern and commitment to quality. Add an apology to the end, but keep it brief – otherwise this will revive the customer’s sense of deep grievance. c)    Close with a positive message Never apologize again at the end. Avoid “Don’t hate us” closings like “We hope you will give us another try….”.

Guidelines for Adjustment Letter a) Open with what the reader would consider good news Grant the adjustment for uncomplicated situations “Enclosed is a replacement of …..” Reveal that you intend to give the adjustment by admitting that the customer was in the right “Yes, you were incorrectly billed for ……”   Then later explain the specific details of the adjustment. Apologize for the error “Please, accept our apologies for not acting sooner …….” b) Explain what caused the problem if such explanation will explain to restore reader’s confidence or goodwill. c) Explain specifically how you intend to make the adjustment – if it is not obvious in your opening. d) Close with an offer to be of further service. e)    Express appreciation to the customer for calling your attention to the situation, explaining that this helps your firm to keep the quality of its products or services high. f)     Point out any steps you may be taking to preve...

Types of Letters 3.1   Acknowledgement Letter i)                always necessary and considerate ii)             should be short and polite iii)          mention when “it” arrived and express thanks 3.2   Adjustment Letter i)                it is written in response to complaint letters ii)             tells your customer what your firm is going to do about the complaint iii)          gives an opportunity to build goodwill for the firm iv)           an effective adjustment letter both repairs the damage and restores the customer’s confidence. v)      ...