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7 Golden Rules for Writing Complaint Response Letters

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Alexa Bastelica

on 21 May 2014

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Transcript of 7 Golden Rules for Writing Complaint Response Letters

From Myra Golden (2002) 7 Golden Rules for
Writing Complaint
Response Letters "Thank you for taking the time to write to us."

"Thank you for your letter. We appreciate customers who let us know when things aren't right."

"Thank you so much for taking the time to write to us. We appreciate the opportunity to clarify what we think has happened" (Especially good when the customer is responsible for the error!) 1. Express appreciation
to the customer for feedback NEVER SEND OUT A RESPONSE LETTER WITHOUT AN APOLOGY!

"I'm so sorry for any misunderstanding you have experienced."

"If I were in your shoes, I'm sure I'd feel just as you do. I'm sorry for the frustration you have experienced." 3. Apologize "We will immediately send you a new workbook with black print. We will ship that today."

"Ms. Boese, I'm eager to restore your confidence in our company and regain your goodwill. As a concrete form of apology, I am also sending you a disk with my PowerPoint presentation."

Respond immediately, and express urgency about regaining the customer's goodwill. 4. Respond with
a sense of urgency Clearly explain what you plan on doing to resolve the problem. Make sure the customer will know what you are doing, how long it will take, and how they will know you have done what you promised. 5. Tell the customer what
you are going to do Respond to the customer's request, then add a little something extra to ensure the customer's goodwill. This might be a coupon to invite them back, or an opportunity to try a good or service at a discount. 6. Give them double for their trouble! Make it easy for your customers to contact you if they need more information. Always give your name, toll-free number, email address and website. 7. Invite the customer
to contact you if they are still not satisfied. 2. Show empathy "It must have been very frustrating for you to have waited 5 days for your order and for that I am sorry."

Share the customer's feelings by "mirroring" what the customer felt in your response.
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