Customer service letters are an important part of business, especially when a customer has received bad service. Such experiences often lead to customers shopping elsewhere and require prompt attention from management. A well-written letter should thoroughly address the issue while offering the customer an incentive to return. After the letter is mailed to the customer, share it with employees as a reminder of the importance of keeping customers through good customer service.
Instructions
1. Investigate the complaint or incident. Talk to employees to learn what happened. Also speak with the customer directly if possible, to hear both sides. Use the fact-finding to gather information without making an immediate judgment.
2. Write a letter to the customer after confirming the poor service. In the first sentence indicate that the letter serves as a follow up to an earlier conversation with the customer, if that is the case. Identify your position in management and then acknowledge the bad service. Apologize for the situation while pointing out that you are sorry the company did not live up to its usual standards for good customer service.
3. Tell the customer that conversations have taken place with the employees involved in the incident and that the entire organization is being reminded of the importance for superior customer service.
4. End the letter by offering the customer an incentive to continue shopping at the store or to use the company's services. Include a discount coupon or something else of value. Sign and mail the letter.
