A lot of customers expect businesses to follow the "Old Golden Rule of Business" and say that the customer is always right. Life would be simple if that was the case, unfortunately, the customer is not always reasonable and not always right. It is important for businesses to always recognize and respond to customer complaints - whether the business feels the customer is right or wrong.
When a customer takes the time to write a complaint letter they want a response from the business. Of course there is no law that says the business leader has to respond, but it is important to remember that an unhappy customer will tell as many people as they can get to listen about the problem. If the customer reports to their friends and family that they took the time to write a letter and no response was received it casts a dim light on the company.
When a complaint letter is received by a business it should be carefully reviewed. Information should be recorded regarding the unhappy customer's name, phone number, and address if the information is provided. Details about the complaint should also be officially noted. If an ongoing problem develops the records will help the leader to find the source of the problem.
Some customers will not provide contact information because they are just upset and want to share the information. If there is no contact information available then it is best to make a small note and file the letter in case a future problem develops. It should not be thrown away or shredded. If the problem is due to an unscrupulous employee then the letter provides an important record for their file.
If contact information has been provided by the dissatisfied customer then it is time to decide how to handle the situation. Questions to ask are:
The steps to take when replying to the customer are:
Need to learn how to write a letter of complaint? If you're not sure how the complaint process is usually handled, it's important for you to take note of these key components of an effective complaint letter.
Businesses need to know when employees do a good job serving customers. It is even more important for them to know if service is bad. A complaint letter is a useful tool for providing the information.