2. THREE (3) STEPS OF RESPONDING TO A
COMPLAINT LETTER
Acknowledge
Customer
Complaints
Apologize
Explain how or
why the problem
happened
3. - “Thank you for calling our attention
to the damage that your speakers
received during the shipment.”
1. Acknowledge Customer
Complaints.
4. 2. Apologize.
- Never send out a response letter without an
apology
Research shows:
- “a genuine apology” can strengthen a
customer’s emotional bond with a company.
5. Research also found that:
- when an apology is perceived as genuine,
customer satisfaction increases 10-50%.
- Apologize regardless of who is at fault.
- ex. “ I’m sorry for any misunderstanding you
may have experienced” or “I’m sorry for any
inconvenience you may have experienced”
6. 3. Explain how or why the problem
happened.
- “Thanks for taking the time to let us know
about this. Here’s what we think may have
happened……..”