Customer Service Letter Writing Tips in Plain English
The secret of writing good customer service letters is to solve the reader’s problem. Put yourself in the customer’s shoes and write in a friendly and helpful tone. Don’t represent your organisation as one that cannot make a mistake and must always be in the right. Don’t simply reply in the normal bland and defensive way of organisations – write a sincere and helpful reply.
If you or your organisation has made a mistake, apologise and offer a solution. If you’re wrongly accused of making a mistake, be sympathetic but polite. For example:
“I’m sorry you feel we have not offered you the best standard of service…”
Finally, you should always welcome letters from customers – they are an excellent guide to the way they perceive your organisation. If they think your service is not up to the standards they expect, can you do something to improve the service you offer?
Checklist
- Answer promptly.
- Treat the complaint or problem seriously.
- Say you’re sorry if the customer has had a problem.
- Never judge or accuse the customer.
- Try to solve the customer’s problem. If you can’t solve the problem, describe how you have looked at the problem and explain the organisation’s position and reasons.
- Use a strong opening by
* Answering the customer’s main concern in the first paragraph, or
* Giving the reader the relevant information in the first paragraph.
- Close on a positive note.
- Test your letter. Ask yourself: “How would I react to this reply if I were the customer?”
