Explaining the mistake

UNJUSTIFIED COMPLAINTS

Before you complain, make absolutely sure your facts are right.

If you have to respond to an unjustified complaint, be polite and remember that anyone can make a mistake.

— Dear Sir

I strongly object to the extra charge of £9.00 which you have added to my statement. When I sent my cheque for £256.00 last week, I thought it cleared this balance. Now I find...

— DearMrAxeby

Opening

Do not delay. Complain as soon as you realize amistake has been made; delay weakens your case and can complicate the matter as details may be forgotten, there isno need to open your letter apologizing for the need to complain (We regret to inform you, I am sorry to have to write to you about..) as this also weakens case. Simply begin:

— We would like to inform you...

— I am writing to complain about...

— I am writing with reference to Order N0.1 which we received yesterdav.

The language of complaints

Emotional terms like disgusted, infuriated, amazed have no place in business. You can the following:

This is the third time the mistake has occurred and we are far from satisfied with the service you offer. Please ensure that this sort of problem doesn’t occur again

- There seems to be some misunderstanding regarding terms of discount. Discount is deducted from net prices, not Cif prices.

Do not use words like fault (your fault, our fault) or blame (you are to blame) - these expressions are rude and childish. Do not write: —It is not our fault It is probably the fault of your despatch department

Instead, write:

~ The mistake could not have originated here, and must be connected with the despatch of the goods.

Never blame your own staff, and finally, while writing the complaint remember that your supplier will almost certainly want to help you and correct the mistake. Suppliers are not in less to irritate or confuse their customers but to offer them aservice.

Suggesting a solution

If you think you know how the mistake can be corrected, let your supplier know.

— If I send you a debit note for €984.00 and deduct it from my next statement that should put the matter right. The best solution would be for me to return the wrong articles, charging you P&P.

— Rather than send a credit note you could send six replacements, which would probably be easier than adjusting our accounts,

REPLYING TO LETTERS OF COMPLAINT

Opening

Acknowledge that you have received the complaint, and thank your customer for informing you.

— Thank you for your letter of6 August informing us that,,.

— We would like to thank you for informing us of our accounting error in

— We are replying to your letter of 10 March in which you told us that...

Asking for time to Investigate the complaint

- Could you return samples of the items you are dissatisfied with and we will send them to our factory for tests

- While we cannot give you an explanation at present, we are looking into the problem and will contact you again shortly

Explaining the mistake

If the complaint is justified, explain how the mistake occurred but do not blame your staff. You employed them, so you are responsible for their actions.

— The mistake was due to a fault in one of our machines, which has now been corrected.

— It is unusual for this type of error to arise, but the problem has now been dealt with.

Date: 2015-12-11; view: 1030