How to answer to a complaint letter from customer?

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Hi everybody!

I am thankful to all people who helping to other people with their problems with English.

Please help me to write a letter to a customer which is not satisfied with her vacation. She is comlpaining about bad service, auwful room and nois outsite the hotel she stayed. She wants full (or partial) reimbursement. I have to write her a letter and refuse the reimbursement in a very polite form.

Any help would be greatly appreciated.

Thanx.

Laura
New Member13
Laura,

In order to help you write a good letter, it is helpful to have more information. I will provide some preliminary thoughts, and if those thoughts help you, then great. Otherwise, please ignore this message.

What are your reasons for denying a reimbursement? Have you fully investigated her complaint? Are her complaints legitimate, or is she just complaining? Did she complain to others while on her vacation and did they take the appropriate actions?

Do you want to offer her anything as a means of a settlement? Is there anything you can offer to assuage her concerns? Do you want her business in the future?

By knowing the answers to these questions, we can begin to craft a better response. Without knowing anything more, you could write something like....

~~~~~~~~~~~

Dear Ms. Customer: Insert real name

Thank you for writing to us and letting us know your concerns.

We will take appropriate actions to ensure that these events are addressed. Unfortunately, we cannot offer you a reimbursement.

We hope that your future travels are more enjoyable.

Sincerely,
Ms. Laura

~~~~~~~~~~~~~

To be honest Laura, a letter like this one would only make my blood boil even more vigorously.

As a customer, I have provided you with valuable information as to why your services are poor and you have an opportunity to fix those issues. Yet, you have failed to provide any compensation to me. But it is I who spent my hard earned valuable money and spent valuable time writing to you. And you have failed to provide any reasons why you have not recognized my concerns in a meaningful fashion (some compensation). You can almost see the reaction on the person's face, can't you?

So if you want to provide more details, we can try to write a better letter. Or, you can use what I have already written, recognizing that, although the letter is polite, it is likely to further anger the client. I am willing to assist you in writing a better letter, but we need more information to work with.

Hope this helps.
Senior Member2,528
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Dear MountainHiker,

First of all thank you very much for your respond, I really appreciate that.
Yeh, you are right, this would make me mad too as I was a customer. Sorry that I didn't explained you from the begining that this case is not real, it is only the test program for the ones who wants to work for X company. (I will have my job interview with writing test on next Monday). My aim is to satisfy my customer... and my company. I have to show the company that I can deal with customer with minimum loss for the company (I guess this is most important point in this test (at least for a company)). I do understand that it is quite a difficult case, I am not even sure that I will have any cases like this even if I will be hired. It is only sample test.

I am sorry that I made your blood boil vigorously:-( I really didn't want to. I should have had to explain you at first.

The company where I want to work is not that bad, and it has nothing to do with travell+entertainment etc. It is only this kind of stupid, cruel tests I have to go through on my test day.

Anyway, thank you very much for your help, for your time, for your honesty and loyalty.

Your fan

Laura
Dear MountaintHiker,

How are you? There is somthing I want to add to this complaint letter. If I would be a company I would minimun offer her some kind of vauchers for a week-end family-full-pack, and maybe pay back minimum 20 or 30% form the full cost and maybe something esle not very valueable for the company(send some T-shirt, cap etc.). I think if company wants to keep their customers they have to do something for them even if it is just a sympathy. I think I will write something like this. I don't know if I will pass my test or not, it is does not matter any more. I have to be honest what I really think when I'm responding to a complaint letter like this. Maybe I would even win from it.

Thank you dear MountainHiker. You did inspired me for this.

Yours sincerely,

Laura
Laura,

The most important part is to communicate with the client. Investigate how bad things really were. And then decide what she will deem acceptable. Most people simply want an opportunity to "vent," that is, they want to yell at someone for a while. And then they feel better. So as a customer rep, you have to be yelled at a bit as part of your job. Then assess what makes the most sense.

Good luck. I hope you get your job.

MountainHiker
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Dear MountainHiker,

Thank you very much. You are the best!

With respect

Laura
[F]
Dear Ms. Laura,

You are most welcome! Again, very best wishes with regard to your interview and test.

Best regards,
MountainHiker
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Dearest MountainHiker,

I am very thankful for your support.

I am not a native English speaker and I'm very nervous about my interview. We will have writing, oral, communication skills and PC test, all in English. Maybe it is a bit strange that I applied for a position where my customers are mostly from UK. Although I can speak several languages, English and Russian are my favorite. This job would be a good opportunity for me to improve my language and communication skills, also double income in my family will be useful Emotion: smile . But if I fail, no big deal. There are planty of job out thereEmotion: stick out tongue .

Do you know, by the chance, where I can find intensive communication skills (language skills) trainings specialized for call centre agents? Any information would be highly appreciated.

Thanx in advance.

Sicerely,

Laura
Laura,

I don't know the answer to your question. You might try posting your question in the ESL section above, as there are more English language instructors there. I am just an average Joe, with no special language skills.

Your language skills are quite good.

Again, best of luck.

MountainHiker
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