Response Letter to Angry Customer Over Customer Care

Response Letter to Angry Customer Over Customer Care

Letters Kate

A response letter to an angry customer over customer care is a formally written letter by an organization. It is addressed to the dissatisfied customer who has complained of experiencing lousy customer service. Through this letter, the organization responds to that complaint and tries to provide an acceptable explanation and compensation to the angry customer. This letter is written on the company’s letterhead and is duly signed by the authoritative person.

When a customer does not feel valued during or after a shopping experience or deems the organization does not care enough for the customer, he would complain to the organization, which may be an oral or written complaint. Both types need to be addressed, but if the complaint is in the written form, it should also be replied to with a written response letter. The primary purposes of this letter include:

  • To make the customer happy.
  • To retain the customer.
  • To avoid negative reviews and word-of-mouth.

When a response letter to an angry customer over customer care is written, its content can vary as per the circumstances, the company’s policies, the customer’s complaint, the compensation offered, etc. However, generally, the following details are included in such letters:

  • Date.
  • Details of the customer.
  • Details of the organization.
  • Details of the lodged complaint.
  • Explanation and apology of the organization.
  • Rectification and compensation, if any.
  • Statements should show how the organization values its customers.
  • Apologize again.

Good overall customer care can become an organization’s competitive edge, while lousy customer care can also become a breaking point for the organization. The customer is the focal point of a business, and if he does not feel valued, the losses would be to the organization.

The response letter to the complaints is just one way, among many, to show the customer that the organization cares about him and can go to any length to resolve his issues and complaints.

Such response letters often satisfy the angry customer, who would accept the organization’s apology. However, if he does not think the compensation offered will make up for his bad experience, he may prolong the issue and seek another way to resolve it by asking for a refund or taking the complaint to court.

Sample Letter

Eric Dane

Manager at ABC Boutique

Dated: 28th February 20XX

Subject: Response to a complaint by [X]

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. Our team viewed your complaint and evaluated the whole situation by personally talking to every staff member at the store.

Firstly, you used derogatory remarks about our staff members, which is unacceptable and does not suit you either. Upon inquiry, we found out about the use of foul language at our store from your side. We treat our staff respectfully and do not allow any customer to misbehave with them unless our staff is at fault; then, we deal with it in-house.

You arrived at the store without a prior appointment and created chaos by providing your services first while other customers were waiting. Our manager tried to ease the situation by asking you to wait for a while, but you did not listen to anyone. I think you were in a hurry, but the time of every customer is precious, and we try to provide the best services that require time.

We apologize for not providing the services you requested. We hope to serve you soon after you make an appointment at our front desk before arriving at the store. I hope you will not hold any grudges against our company and continue being our valued customer.

Regards,

[Your Name].
Manager at ABC Company.


File: Word (.docx) 2007+ and iPad
Size 28 Kb

Download