That said, companies are inundated by formal complaints, so unless your letter is focused, firm, and logically constructed, the chances of it being read and quickly acted upon will be greatly diminished.
It goes to reason that when someone feels compelled to formally complain via letter, strong emotions are at play, and these can easily make any legitimate complaint seem like a rambling rant. This will likely relegate the letter to a "slush pile" of crank mail.
In order to maximize the effectiveness of your complaint letter, keep the following tips in mind:
*Be professional and unemotional.
The first order of business in constructing a complaint letter is for the writer to get his or her emotions in check. Coarse language, sarcasm and idle threats will get you nowhere.
Be mindful that Human Nature being what it is, someone reading your letter will not be inclined to affect a helpful attitude if the tone of the letter is construed as being personal and insulting.
*Carefully state your argument or issue.
By the time you feel a letter is your only option, you undoubtedly have tried to rectify your complaint either by telephone, email, or perhaps in person. This being the case, include references to all of your previous efforts to resolve your issue.
An effective approach is to include a time-line which outlines all the actions you've taken to-date as well as any conversations or communications, positive or negative, you may have received from the company regarding the complaint.
*Address the letter to the appropriate person or authority.
It is usually best to exhaust all complaint avenues at the lowest level. However, should you feel your issue is being ignored, not taken seriously, or has been relegated to a low priority, then it's time to move up the chain-of-command.
You may decide to bring the matter to the attention of a higher authority either directly or by copying someone. This could be a Customer Service Manager, Department Head, or the Company President. Research this information and get the proper name(s), title(s), and mailing addresses.
*Spell out precisely what you want.
Are you expecting a return, exchange, cancellation of the order, or something else? Be specific and reasonable even if your perception of the company's reaction to your initial complaint has been anything but reasonable in your mind.
*Be specific about follow-up.
Indicate when you expect a response. Is it within a few days, a week, or some other time frame? Do you want a phone call, letter, or both?
It is also important to articulate possible actions on your part in the event your letter goes unanswered. Will it mean the cancellation of subsequent orders, a complaint filed with the Better Business Bureau, or in extreme cases, legal action?
Let it be said that most legitimate businesses take Customer Service seriously, and legitimate complaints will be dealt with in a timely manner. On the other hand, there are occasions when mistakes, misunderstandings, and ineptness can turn Customer Service into a nightmare.
In such instances, customers need to control the situation by being honest, assertive, and dogged in resolving their complaints. A well-crafted complaint letter and subsequent follow up is usually the most effective way to get satisfaction.
Jack
*Be specific about follow-up.
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