Customer services

How to Compose an Explanation to a Complaint Letter

Verbal complaints happen anytime and everywhere but certainly, a written letter for an upper level management can ring a bell at your actual employment. When such a complaint letter is sent out to your boss due to a customer dissatisfaction or to the customer service office, it may be a very daunting. Because of that, it is very important to know the facts and to respond to the complaint timely using right words and, the most important, a tactful manner. Keep in mind that the customer is not always right. He may be wrong as well.

Here is an example of complaint letter:


The most important is that you respond to the complaint immediately with a full qualified explanation letter. Pay attention how effective it sparked up your bosses when the customer wrote that letter to the upper management complaining about you. Remember: Writing an explanation letter on your behalf will surely subside their resentment.

When writing a letter to your boss, it is compulsory to use a respective and a polite tone, and the letter must be as short as possible and right to the point. Keep in mind you only have to explain your side but not to argue. A considerate and polite response letter will often help soothe your bosses or managers even if, for sure, you disagree with that complaint and you cannot do anything about it.

Your response must begin by explaining the aim of your letter stating that this is to clarify the customer's issue. When referring to the dissatisfied customer, always refer him or her as a "valued customer" (shows that, disregarding what happened, you saw him or her as a valued one).

The next step is to state the time and date of the complaint, explaining what happened at the time when the complaint was sent. Then, describe in detail why you think you were "misunderstood" by the "valued client" and he decided to write his complaint. Always mention that you have followed all of the procedures, company policies and that you even suggested another alternative "peaceful” solution for the customer's problem.

While you are not guilty, let your boss know that you would appreciate if the situation would be better investigated before considering any bad evaluations so it will not happen again. Things must be made tactfully, without accusation, but with responsibility. Your words must show that you will continue to value both of the fair and unfair clients. Keep your letter professional and serious and you might just get off the hook.

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