A response to a complaint

Learn how to write a response to a complaint.

Instructions

Do the preparation task first. Then read the text and tips and do the exercises.

Reading text

To: pierre_houches@me.com
From: Customer Service Team – TC Insurance
Subject: Your recent policy renewal

Dear Mr Houches,

Thank you for your recent renewal of your insurance policy with Top Car Insurance.

It has been brought to our attention that at the end of your renewal call you registered a complaint and stated that you were dissatisfied with the service you had received.

We value your custom and I assure you that we take all customer feedback seriously. On behalf of the company I would like to apologise for the length of time it took for you to receive your final quote for this renewal. I am also sorry for the inconvenience caused when the discounts you received were not automatically applied.

We have taken your suggestions on board and will review our renewals process for existing customers. We understand your point that the process should not take as long for existing customers as for new customers buying a new policy.

In appreciation of the many years you have been a customer of Top Car Insurance we are happy to refund you the difference in price between your new and your previous premium, i.e. £73.20. I have also made a note on your account to ensure that your next renewals process will run more smoothly for you.

We value your feedback and will use it to improve our service.

We trust that you will find this a satisfactory response to your complaint and that this correspondence will bring this matter to a close. However, should you wish to discuss this matter further, please let us know how best to contact you.

With kind regards,

Rowena Harrod

Customer Service Team

Tips

  1. Use a formal register.
  2. Choose vocabulary that is more objective and reduces negative emotions where possible, e.g. dissatisfied rather than unhappy/upsetinconvenience rather than trouble/problem.
  3. Acknowledge the complaint and show you understand the problem. Focus on the facts and avoid making excuses or placing blame on individual people.
  4. Apologise and explain what steps will be taken to ensure it doesn't happen again.
  5. Emphasise the positive relationship with the customer:
    We value your custom … / feedback
    In appreciation of the many years you have been a customer
    We are happy to ...
    We trust that you will ...
  6. Offer some kind of solution or compensation if appropriate.

Discussion

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Submitted by Johnhwang on Wed, 09/11/2022 - 14:48

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1. Give thanks
2. Reiterate the complaint
3. Apologize for the inconvenience
4. Assess the complaint/feedback, Share your future plan
5. Offer compensation
6. Close the issue.

Dear Mrs Kim,
--------------------------------------------------------------

1. Dear Mrs Brook,
Thank you for your custom of our brand-new coffee machine.

2. It has been brought to our attention that at the end of your purchase you registered your complaint and that you were dissatisfied with the service you had received.

3. On behalf of the company I would like to apologize for the length of time it took for you to buy the new machine. I am also sorry for the inconvenient caused when the discount you should have received was not properly applied.

4. I assure you that we take customer feedback seriously. We understand your point that it should not take long time for the customer to be given the new machine rather than the displayed one. We have taken your suggestion on board and will review our internal process in detail to ensure that this doesn't happen again.

5. In appreciation of the many years you have been a loyal customer of our company, we are happy to offer a $100 gift card as an expression of apology.

6. We value your feedback and will use it to improve our internal process. We trust that you find this a satisfactory response to your complaint and that this correspondence bring this matter to a close. However, should you wish to discusss further, please let us know how best to contact you.

With the warmest regards,

John
Senior sales manager

3.

Submitted by Rita25 on Mon, 31/10/2022 - 02:10

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Dealing with a dissatisfied customer can be quite stressful, So I have some few useful tips on handling an unpleasant situation with your customers.

First, Appriciate your customer's loyalty, Listen attentively and acknowledge your customer's complaints, Be formal and polite when responding to their needs whether through email or in person. Apologise for the inconvenience caused, Explain the solution to be taken to ensure it doesn't happen again. Offer compensation or refund if necessary.

Dear Mrs. Jones,

Thank you for your recent registration of your spa membership with Royal Spa.

It has been brought to our attention that during the processing period of your membership, you made a complaint about the availment for all services.

On behalf of the company I would like to apologise for the lenghth of time it took you to receive a confirmation email. We are sincerely sorry for the inconvenience.

We have taken your suggestions on board and will ensure you this doesn't happen again.
We value your feedback and will use it to improve our services.

As for the Spa Services, We are happy to inform you that facial and face treatment are included in your membership.

We trust that you will find this a satisfactory response to your complaint. However should you wish to discuss this matter further, Please let us know how best to contact you.

Kind Regards,
Grace

Submitted by lemmi on Wed, 05/10/2022 - 01:21

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Be polite, behave badly, and put yourself in other people's shoes. Look at things from different perspectives, and understand why consumers might give complaints.

Submitted by Zeynep2005 on Sat, 27/08/2022 - 14:55

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Dear Mr. …

We as a company have been informed, about a complaint, in which you were dissatisfied about our service. Om behalf of all the workers, I apologise and we will as a company ensure you Mr… , on finding a solution as soon as possible. We are grateful of loyal customers as you and we will ensure you that these type events again, will not happen. In the fast possible way, one of our workers, I personnaly assure will re-evaluate this problem. The most eliable solutions which if you do not want to wait Mr… is exchaning your money. We have been delighted with your feedback and happy with you helping our company this way.

With kind regards,
……..
Customer service team

Profile picture for user Hennadii

Submitted by Hennadii on Fri, 10/12/2021 - 10:26

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Dealing with customers' complaints is definitely one of the hardest jobs ever. First of all, because most people are so stupid and stupidity generates incomprehension and incomprehension again generates complaints.
I often saw how people complained about something they absolutely don't understand at all. Something doesn't work right because the user was too lazy to read the instruction - good point to complain you've been sold broken goods.
You're not a specialist in something and totally don't understand what's going on - just tell everybody that they are stupid and give people advice on how they need to act.
I think all these boys and girls who work in customer service must have a monthly bonus to compensate for intense work conditions.
But of course, telling the truth, not everyone in customer services are good enough to work in such places. There are a lot of unsuitable persons (both technically and mentally).
So, it's good when you try to figure out the problem at first, before calling to service and it's great when you find a helpful service worker to deal with your bad.

Submitted by Ehsan on Tue, 31/08/2021 - 07:59

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No, I think above correspondence is ok and it will not be appropriate if we lengthen it.

Submitted by YED on Fri, 16/04/2021 - 06:59

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Dear Mrs A, Thank you for your confidence. We have been attentive to the email you sent us on April, 5th explaining you were disatisfied with the service you had received. We value your custom and I assure you that we take all customer feedback seriously. On behalf of the company I would like to apologise for the inconvenience . We have taken your suggestions on board and will review our renewals process for existing customers. We understand your point that the process should not take more time for existing customers than to new customers. In appreciation of the many years you have been a customer of our service we are happy to offer you one month service. We value your feedback and will use it to improve our service. We trust that you will find this a satisfactory response to your complaint and that this correspondence will bring this matter to a close. However, should you wish to discuss this matter further, please let us know how best to contact you. With kind regards, Y.S Customer Service Team

Submitted by Anacris on Mon, 15/02/2021 - 07:59

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february 16Th 2018 Dear sir In reference to your complaint received on 7th of July where you communicate the problem with your... We are very grateful to you for letting us know these details. So that, we can identity those aspects to be improved. We also apologise for the inconvenience you have suffered We can either refund your Money or exchange it for another one ( the faulty ...) Someone from our company will be contacting you within three Days to let you know we plan to resolve this issue, and hopefully regain your confidence in our company. On behalf of our company My apologies for any inconvenience caused Yours sincerely Name Customer service director

Submitted by Ugulhan on Sat, 10/10/2020 - 14:03

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I have not some experience in dealing with customer complaints but I would like to work as soon as possible at a smart home company and I can assure myself that I will use this list of vocabulary. The company will ensure you with accommodation.