As customer satisfaction has become a byword in the world, it is not surprising that companies and non-profit or governmental organisations are trying everything possible to ensure that their customers are happy with their services and their conduct. However, while businesses and organisations do their utmost to help resolve any issues that their customers may have from them, they can only do so when they receive some complaint from the end users. This is why customers need to learn how to write complaints letters. In fact, if you have a bone of contention with an organisation or a business then it is imperative that you put forth your problem in the best way possible in your complaints.
Why You Need To Learn How to Write Complaints Letters
Many people would think that they do not really need to learn to write complaints letters because they believe that it is a simple task. However, it is not as simple as it sounds. Countless customer care executives and support personnel complain themselves that the complaints letters they get either do not provide enough information to them or are offensive and extremely rude. In contrast, they say that the letters that are informative and polite tend to get resolved faster. This is why, from your perspective as a customer, you need to learn how to write complaints letter because it will result in the solution for your problem being expedited. In addition, good complaint letters can ensure positive resolutions which, in turn, can give emotional satisfaction to the customer.
Qualities to Focus On While Writing a Complaints Letter
Before you can begin to learn how to write complaints letters that will bring you quick and satisfactory resolutions, there are certain things you need to keep in mind. A good complaint letter possesses certain qualities that work in harmony to make it more effective in terms of the customer care executive reading it. The following are some of them.
- Basis of the complaints letter: While opinions have a place in complaints letters, when you write complaints letters, you must keep in mind that a problem can only be solved objectively. This means that if facts and relevant information is not provided in the complaint letter then the support department would not be able to do anything about it. Thus, the basis of a complaints letter must be facts.
- Size of the complaints letter: Ideally, complaints letters should not stretch on more than is necessary to provide all the information and express the basic complaints. Size of a complaints letter depends directly on the subject at hand.
- Tone of the complaints letter: There are two ways to approach the tone a complaint letter. The first and the more common is anger and threats of legal action and the second is politeness to get the support department to be more willing to help. The best solution would be to combine both these into a stick and carrot combination.
- Timeliness of the complaints letter: Most businesses and organisations have time limits to complaints being filed for certain subjects. In simple terms, it is better to write complaints letters and fire them off as soon as possible to keep the problem alive.
Structure of the Best Complaints Letters
There are no hard and fast rules that must be followed when you write complaints letters but here is the structure that is advisable.
- Addressing the complaints letter: The letter should begin by specifying to whom it is directed even if it is only a department.
- The beginning of the complaints letter: The beginning of the letter must be concise and focused on the problem at hand so that the reader can understand the crux of the problem within the first one or two sentences.
- The main body of the complaints letter: The main body of the letter can be used for describing the problem in more detail, and giving background to the problem. Providing the background can help the company professional understand the problem better.
- Concluding the complaints letter: The conclusion of the letter should focus on what you expect to be done about your problem and what you are willing to do if the problem is not resolved to your satisfaction. The conclusion can also include a positive message to spur on the proceedings and create an amiable setting. The result of this would be a combination of carrot and stick both of which can help the resolution process.
- Attachment and documentation: Needless to say, you must provide all documentation and proofs that may be required to resolve your complaint. Providing such documents beforehand can cut the resolution time down significantly and may even improve the chances of the complaint being resolved amicably.
Example of a Well Written Complaints Letter
Learning abstract concepts are not easy unless they are accompanied by examples and samples. For this reason, here is an example of a letter that should give you a clearer idea of how to write complaints letters.
Dear Mr. XYZ,
Customer Support Department
I am yet to receive the refund for two tickets for flight A347 to Dubai which was due to depart on January 5, 2014 but was cancelled on December 25, 2013 in the names of Mark Whitney and Sarah Whitney. It has been more than one month since I made the request but I am still waiting for a response. I have called Emirates contact number multiple times and have been told that it will be done in a day or two.
After calling incessantly about my Emirates complaints, I have decided to take this step and approach you directly. I expect this problem to be resolved immediately as I am considering legal action against your company. Alternatively, I would be more than willing to continue buying tickets from Emirates and even provide you with a positive review if needed, provided my complaint is handled quickly and positively. PFA a copy of the tickets, the receipt for the purchase, as well as previous correspondence with your firm.