One of the forms of expressing one's dissatisfaction with the delivered or produced goods, services rendered is a written claim of the buyer. He can send it directly to the company by e-mail, leave it in the "Complaints Book" or write a complaint on a special website, where any buyer can speak about the quality of the product or service. You must also give a written response to such a claim.
High-quality customer service involves constant monitoring of feedback and the adoption of measures and specific actions to eliminate those shortcomings that draw your attention to in the claim. Answering it, you should understand that the client is annoyed and unhappy, so you should carefully and carefully select phrases in order to smooth out the unpleasant impression received by him. A well-thought-out and well-prepared response will help you win back the customer's affection and, perhaps, make them stay with your customers.
The tone of the letter should be extremely correct and polite. Of course, if you know the buyer's full name and patronymic, then use it in circulation. Always write the addresses "you", "you", "you" with a capital letter.
If the claim is true, then in the first paragraph, apologize and, if possible, try to explain why the incident took place. Apologize to the client in the first sentence, but if you are not completely sure that in this case it is really the fault of the company or its staff, then you can start the text of the response as follows: “Thank you for the information that you sent to us … "Or" Thank you for informing us on time about … ".
In your answer, you should only discuss the specific case that became the reason for writing a claim. Do not refer to excellent reviews of the company from other clients; this will only serve as an irritant. Do not use oppositions in the text: "a", "but", "at the same time", as a last resort, if necessary, write "nevertheless …".
Do not try to justify yourself by referring to some qualities of the client himself - his inattention, forgetfulness, lack of intelligence. Do not forget that these are the people who pay you their money and one negative review can deprive you of at least ten more potential customers.
Write about what measures you will take to eliminate the situation and prevent it from recurring. If specific culprits are found, list them and describe the disciplinary measures that were taken.