A letter is important for several reasons. Not only does it put your complaint on record, but it also helps preserve any legal rights you might have in the case. This informs the company of a serious matter that must be settled before further issues arise. That being said, refer to the following tips to achieve a well-composed good complaint letter.
Address The Recipient of the Letter
When it comes to letter writing, proper etiquette must be observed at all times. It’s important to start your letter by addressing your recipient with a simple greeting or salutation. The name of the company you are writing to along with the department and office address of the recipient should be listed as well.
Describe The Problem and Your Desired Outcome
Don’t let your emotions get the best of you. You need to be mature enough to discuss the problem at hand and provide a proposed solution. This should be discussed clearly enough for the reader to fully understand the situation you are faced with. You can even do this through a storytelling method to paint a clearer picture of the problem.
Specify Key Dates That the Recipient Should Know About
In many cases, a customer service representative would want to know when a good or service was purchased and when the problem had occurred. Apart from warranty concerns, this will also create a timeline of events; to help figure out probable causes for such issue. The data collected from the report may even be used for future developments.
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Identify The Actions Taken to Fix the Problem
Sometimes we like to see if we could solve the problem ourselves prior to asking for professional assistance. But if all efforts fail, writing a complaint letter should be the next option. You must identify what actions were taken to fix the problem and offer an alternative solution if both parties fail to resolve it.
Request for A Response Within a Reasonable Time
Let’s say the company delivered a defective package that was meant to be a gift for your grandmother’s birthday the following week. With the date fast approaching, you’d want to hear from the business as soon as possible. It’s always a good idea to ask for a quick response within a certain period. That way, customer service representatives may prioritize your concerns and have it settled just in time.
Write It Clear and to The Point
When forwarding an official complaint, remember to provide the necessary details that recipients should know about. In addition to the actual problem, you should also state the serial or model number of the product; the name and location of the seller; as well as the date when the item was purchased.
State Exactly What You Want Done
Customer service representatives aren’t mind readers. So if you don’t want to be disappointed with their response, consider telling them what you want with a positive attitude. That way, they could easily compromise to suit your wishes or compensate for the damages made. You may also see professional letter formats.
Avoid Writing an Angry, Sarcastic, Or Threatening Message
The person reading your letter isn’t responsible for the problems caused by another employee. While it may seem tempting to express your frustrations on paper, writing an intimidating letter will do nothing but delay your case. Bear in mind that the recipient may be helpful in resolving your problem, the least you could do is be nice.
Attach Supporting Documents
If possible, include relevant documents that may support your claims. This includes a basic invoice, a work order, a payment receipt, and other similar materials. You can also send copies of emails or notes that show transaction records or previous conversations with the seller. Be sure to keep the originals just in case.
Include Your Name and Contact Details
In some instances, it’s a lot easier to discuss the situation by phone. But rather than waiting for a customer service representative to entertain you, you can leave your contact information in the letter for the agent to get in touch with you directly. An account number may also be necessary for immediate tracking.
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