How to write a response letter

EXPRESS APPRECIATION FOR FEEDBACKMy favorite approach to beginning a complaint letter is to begin by expressing appreciation for the feedback.. Here are some ways to express appreciation

HOW TO WRITE

A RESPONSE LETTER

EXPRESS APPRECIATION FOR FEEDBACK

My favorite approach to beginning a complaint letter is to begin by expressing appreciation for the feedback Here are some ways to express appreciation for customer’s feedback:

• Thank you for taking the time to write to us.

• Thank you for your letter We appreciate customers who let us

know when things aren’t right.

• Thank you so much for taking the time to write to us We

appreciate the opportunity to clarify(rõ ràng) what we think has happened (This is ideal for a response letter to a customer who is actually responsible for the error or when you cannot honor the customer’s request for a refund or exchange.)

SHOW EMPATHY

• Empathy can be a powerful tool used to disarm an angry

customer and show that you genuinely care about the

inconvenience the customer has experienced Not to be

confused with sympathy, empathy is Identification with and

understanding of the customer’s situation and feelings

• You can express empathy by saying something similar to:

It must have been very frustrating(bực bội) for you to

have waited 5 days for your order and for that I am sorry.

• Make a note of this rule: Never send out a response letter without

an apology Never.

• Research has found that when an apology is perceived as genuine,

customer satisfaction increases 10% -15% An apology should be offered both when the company is responsible for the problem and when

the company is not responsible An apology does not have to be

an admission of fault For example, you might say,

I’m so sorry for any misunderstanding you have experienced

Or

If I were in your shoes, I’m sure I’d feel just as you do I’m sorry for the frustration you have experienced.

RESPOND WITH A SENSE OF URGENCY

• This includes both responding immediately and expressing a sense of urgency about regaining goodwill.

• Ninety-five percent of complaining customers will remain your customer if their problems are resolved immediately To maximize your opportunity to regain goodwill and keep the customer, you’ll want to work with and demonstrate a sense of urgency You can demonstrate a sense

of urgency with your words, tone and literally by moving quickly to resolve the problem

• I demonstrated a sense of urgency at two points:

• We will immediately send you a new workbook with black print We will ship that today.

• Ms Boese, I’m eager to restore your confidence in our company and regain your goodwill(thiện chí) As a concrete form of apology, I am also sending you a disk with

my PowerPoint presentation.

TELL THE CUSTOMER WHAT YOU’RE

GOING TO DO

if the resolution will take some time.

GIVE THEM DOUBLE FOR THEIR TROUBLE

ADD A GOODWILL TOKEN LIKE A COUPON OR A COMPLIMENTARY PRODUCT

as simple as a coupon inviting the customer to come back and try your product or service at a discount It won’t always be necessary to make it

strengthen loyalty.

INVITE CUSTOMER TO CONTACT YOU IF THEY AREN’T SATISFIED

Make it easy for your customers to contact you if they need

more information Always give your name, toll-free number,

email address and website.\

Do not hesitate to contact with me….

SAMPLE LETTER

Thank you for your feedback on our seminar workbooks We appreciate(đánh giá cao) customers who take the

empathy for the inconvenience the customer experienced)

Please accept my sincere and unreserved of apologies for the inconvenience you experienced in not being able to easily follow the outline in the workbook (Offering sincere apology)Would you believe we usually do use only black and blue fonts? This spring we’re testing a new color scheme to see how clients will respond Your feedback will prove invaluable as we sit down and decide whether or not to move forward with the change We will immediately

do/responding with a sense of urgency)

Ms Boese, I’m eager to restore your confidence in our company and regain your goodwill As a concrete form of

gesture of goodwill) You can share these slides with your co-workers, employees, and bosses so everyone can work together creatively and strategically to develop a service strategy that makes customers love you, come back again and again and tell everyone they know

WRITING TASK

Your neighbours have recently written to you to complain about the noise from your houseflat.

Write a letter to your neighbours In your letter

SAMPLE LETTER

Dear Mr Jones,

I am writing in response to your letter, complaining about the sounds my musical instrument is producing I feel that I have to explain myself and humbly ask for your forgiveness.

Actually, I am a student of the North Carolina Arts College and as a part of my end of term exams I have to perform 4 plays by flute Therefore I have to rehearse every day because I am eager to make a good impression to my teachers To achieve my goal I am supposed to play about 3 hours a day I must apologize for playing during inappropriate hours It was all my fault (I was totally to be blame for not reading the rule) since I did not bother reading the rules of our house owner, prohibiting playing musical instruments.

I have consulted with my class teacher and he suggested that I use one of the rooms of the college to rehearse for a small fee I assure that you, by no means will be disturbed again with the noise from my apartment (không lặp lại

I beg for your understanding and forgiveness Please, accept this box of chocolate as a token of

my appreciation for not giving this problem a legal action.

Yours sincerely,