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Digg it UP - Complaint Letters: How to Respond in 7 Simple Steps
Becoming and staying customer-intimate requires more than building client knowledge and having expertise in re-engineering our customer’s business processes. We must offer more than just service. We need to maintain a broad product line that can be configured to the specific needs of a customer. It is important to know that an average product tailored to a customer’s very specific need is often better than the more advanced, but inflexible, product. Many times organizations are not obsessed by the leading edge; r
Attracting and retaining quality employees is vital to the success of any auto service business. A common cry in the auto repair industry is, “I can’t get any good help.”Dave Dunn of Masters School of Autobody Management states, “If you can’t find and keep good help, it’s your fault.” I attended Dave’s school for a week in October, 2001. He devotes one day of the five day course to employee hiring and retention. Dave says recruiting must be an ongoing process, and the process should begin before you have a
With some careful thought, a well-crafted letter can provide comfort to a complaining customer and enhance your reputation as a customer-focused business. In this article I am going to share some tips on how to write a great letter.
What are you writing for?
To write a great letter you have to be in the right frame of mind. Are you writing to handle a complaint, answer a query or to thank them for placing an order? Framing the letter in the right context means you will use the appropriate language and the tone will be right. Try writing a thank you letter as if you are responding to a complaint – the message is totally different.
Before putting pen to paper, think for a minute and decide what your aim or goal is.
State your purpose
Start off by summarising why you are writing. Open your letter by saying that you are responding to a query, or to resolve a problem they have had. This set out to the reader why you are contacting them and puts them in the right frame of mind to accept your message. An opening summary will grab their attention.
Include a W.I.I.F.M.
No, this is not some obscure radio station! WIIFM stands for ‘What’s in it for me?’ To truly engage your customer and get them on your side, you have to include a benefit for them. They have to get something out of your letter so they feel satisfied. What could their WIIFM be? Their complaint may be resolved; they may get a discount voucher; a priority service the next time they use you. If the compliant is a minor one, a simple, heartfelt apology ma
Nursing began since the early Christian-era when sympathetic Church members provided health-care to the sick person’s physical body apart for their care for the person’s spiritual-wellness. Proper hygiene and comfort-needs were just among the focus of the early Christian nurses as part of their mission. Nowadays though, people may no longer need to see nursing as a religious-responsibility in order to realize the society’s need for health-care providers.It’s a sad thing that most people these days only pur
With some careful thought, a well-crafted letter can provide comfort to a complaining customer and enhance your reputation as a customer-focused business. In this article I am going to share some tips on how to write a great letter.
What are you writing for?
To write a great letter you have to be in the right frame of mind. Are you writing to handle a complaint, answer a query or to thank them for placing an order? Framing the letter in the right context means you will use the appropriate language and the tone will be right. Try writing a thank you letter as if you are responding to a complaint – the message is totally different.
Before putting pen to paper, think for a minute and decide what your aim or goal is.
State your purpose
Start off by summarising why you are writing. Open your letter by saying that you are responding to a query, or to resolve a problem they have had. This set out to the reader why you are contacting them and puts them in the right frame of mind to accept your message. An opening summary will grab their attention.
Include a W.I.I.F.M.
No, this is not some obscure radio station! WIIFM stands for ‘What’s in it for me?’ To truly engage your customer and get them on your side, you have to include a benefit for them. They have to get something out of your letter so they feel satisfied. What could their WIIFM be? Their complaint may be resolved; they may get a discount voucher; a priority service the next time they use you. If the compliant is a minor one, a simple, heartfelt apology m
How Translation Services Help You with Customer ServiceThere's a German saying that I love to quote: If I'm selling, I'll speak English, but if I'm buying, Sie mussen deutsch sprecken (you have to speak German). I like that sentence because it points out the one thing that American companies seem to get right domestically, but not internationally: customer service comes first.Here in the land of "the customer is always right," we tend to think that the customer always speaks English. And, a lot of
Before putting pen to paper, think for a minute and decide what your aim or goal is.
State your purpose
Start off by summarising why you are writing. Open your letter by saying that you are responding to a query, or to resolve a problem they have had. This set out to the reader why you are contacting them and puts them in the right frame of mind to accept your message. An opening summary will grab their attention.
Include a W.I.I.F.M.
No, this is not some obscure radio station! WIIFM stands for ‘What’s in it for me?’ To truly engage your customer and get them on your side, you have to include a benefit for them. They have to get something out of your letter so they feel satisfied. What could their WIIFM be? Their complaint may be resolved; they may get a discount voucher; a priority service the next time they use you. If the compliant is a minor one, a simple, heartfelt apology m
Here is a secret that may be difficult for you to believe, so prepare yourself. It is an extremely important secret that can have a most profound impact on your small business success, or it's failure.Let's start by asking a simple question...Do you enjoy sales?The truth of the matter is that when many small business owners are asked this question, they respond with answers like, "No way" or "I can't stand sales, let someone else do it."Why is your answer to the above question so important? N
Start off by summarising why you are writing. Open your letter by saying that you are responding to a query, or to resolve a problem they have had. This set out to the reader why you are contacting them and puts them in the right frame of mind to accept your message. An opening summary will grab their attention.
Include a W.I.I.F.M.
No, this is not some obscure radio station! WIIFM stands for ‘What’s in it for me?’ To truly engage your customer and get them on your side, you have to include a benefit for them. They have to get something out of your letter so they feel satisfied. What could their WIIFM be? Their complaint may be resolved; they may get a discount voucher; a priority service the next time they use you. If the compliant is a minor one, a simple, heartfelt apology m
A consigment thrift shop is a combination of a thrift shop where people donate their stuff usually to a charitable organization so that they can sell it to make money in their shop and of a consigment shop. The later is where somebody hands in their stuff to someone, not donating it, and that somebody sells it for them.Apart from supporting a good cause when used for charitable purposes these consignment thrift shops have pretty much become a necessary part in our world today. We have always been gatherers
Study your letter carefully and make sure you have a WIIFM moment.
Don’t say ‘I’
Wherever possible, avoid littering your letter with I’s. The reader will find it hard to link with you if they receive ‘me, me, me’ letters. Review your letters and wherever possible substitute ‘I’ with ‘you’. Change the focus to the reader. Make them feel valued.
Write as you speak
I forget the number of times I have received letters, which read as if they were written in the early 1900’s! Packed full of boring, stiff and outdated language – too formal. Your writing style should reflect the way you talk. After all, providing good customer service is partly down to how you interact or communicate with your client and letters play an important role.
So, review your letters and get rid of those phrases you learnt in school letter-writing lessons!
“Please do this…”
Having written a great letter, you don’t want it to tail off into nothing. Have a clear action-orientated close. Make sure your reader knows what you expect him to do next – “call me so we can discuss this idea in more depth”, “Fill in the attached form and pop it in the post”, “send me an order” (a bit strong perhaps but certainly to the point!). A resounding call-to-action is a great way to finish a letter and leaves the customer in no doubt what he has to do next – another element of good customer service.
Ask someone to check your letter
If you are writing a very important letter or one containing a complex message, it’s wise to ask someone to proof read it. This is not just to check your
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