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Complaints response

I have often used bad examples of writing, so I thought it was time I acknowledged receiving a good email!

A little while ago, I noticed a discrepancy between an invoice and my bank statement so I sent a polite email to the supplier. I noted the problem and the resolution I wanted. The supplier replied to me email and I was impressed by the response.

The email was:

Hello Tash,

Thank you for your email. I understand you are concerned that, {stated my issue in their words}. I see that you would like {repeated my requested resolution}. Below, I have addressed your concern in detail.

And then went onto to answer my concern.

The email is polite and clearly shows they have read my complaint and are treating it seriously and respectfully. It started with my name and was obviously written by a real person in answer to my email – not just a standard response.

In fact, I think it makes a pretty good template for how to construct a complaint response! As a customer, I felt heard and respected, and my issue was dealt with.

So next time you have to answer a customer complaint, or even a customer query, remember the steps:

  1. use the person’s name
  2. restate their issue to show you are listening (or reading!)
  3. restate any resolutions they suggest
  4. answer the issue
  5. above all else, be polite and respectful

Happy writing!

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