Responding to Complaint of Dissatisfaction with Overall Customer Experience

Letter Responding to Customer Experience Complaints

Letters Kate

A letter responding to a complaint of dissatisfaction with the overall customer experience is written by an organization in response to a complaint lodged by a customer who had a bad experience. In this letter, the organization tries to provide an explanation while apologizing and satisfying the customer. It is a formal letter issued on the company’s letterhead.

All organizations always target happy customers, as they are the ones through whom the organization’s income is generated. Therefore, if a customer is unhappy, the organization tries to handle his complaint in the best manner possible to retain him and avoid any negative reviews.

A dissatisfied customer may even create a ripple effect and impact other current and potential customers of the organization. A customer may be dissatisfied with one aspect of his purchase. However, he may get extremely agitated if he has an overall bad experience, e.g., with quality, customer handling, rude salesperson, etc.

One of the ways organizations opt to make unhappy customers happy is to correspond with them through a letter ‘responding to the complaint of dissatisfaction with the overall customer experience. The content of this letter is dependent on many factors, such as:

  • The severity of the customer’s overall lousy experience.
  • The gravity of the complaint.
  • The policies of the organizations.
  • The response and the offered compensation, etc.

However, generally, the following details are included in such letters:

  • Date.
  • Details of the customer.
  • Details of the organization.
  • Reference to the customer’s complaint.
  • Organization’s response, explanation, solution, and apology.
  • Offers and compensation, if any,
  • Request the customer for his non-indulgence in the organization’s negative publicity.
  • Apologize again.

When a dissatisfied customer receives this letter, he feels that the organization values his complaint and is trying to resolve the issue. Usually, after this letter and resolution, the organization successfully retains the customer and avoids the consequences.

Some customers get agitated and stop buying stuff from a certain company without even complaining to them. Therefore, an organization should try to make customer satisfaction their highest priority rather than sending response letters only to those who have lodged complaints of dissatisfaction and need an explanation.

Sample Letter

Eric Dane
Manager at ABC Shop

Dated: 28th February 20XX

Subject: Response to a dissatisfied customer complaint

Dear Eric,

I hope this letter finds you in the best of health and happiness. I am writing to respond to your customer complaint that we received yesterday on our official website. Our company is delighted to know that you are your first choice for purchasing goods. We apologize for your bad experience at the store yesterday.

After receiving your complaint, we analyzed the store’s situation and tried to find the culprit which made your visit worthless. In our defense, we have restocked our store with new appliances, and the staff is not aware of the specifications of each item. This situation caused chaos in the store, and customers suffered. We are sorry for wasting your precious time, as there is no excuse for negligence. We struggle to provide the best service to every customer.

We urge you to revisit us, as things are much more in place, and the staff would be more than happy to help you in every way.

Regards,

[Name]
Manager at XYZ Company


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