A customer satisfaction letter should include detailed information about the situation and desired resolution, be concise, and provide contact information. It should also include relevant information and desired resolution, and be neutral in language.
A customer satisfaction letter should include detailed information about the situation and the desired resolution, whether it’s a compliment to an employee who went above and beyond or a replacement for a faulty product. Feedback letters of this nature should be concise, as staff may need to read a large number on any given day. It’s also important to provide contact information so the business can respond.
Whether an experience was positive or negative, it helps to provide as much information as possible, including the date, time and location of the event. The customer satisfaction letter should also detail the transaction that took place and name the employees involved, if possible. Any other relevant information should be included so that the company has a complete overview of what happened and who was involved.
In the case of a complaint letter where the desire is to complain about a problem and get a resolution, it may help to discuss what was done at the time. A customer satisfaction letter might indicate that the customer asked the supervisor for assistance, for example, or raised a problem with a faulty repair to the person who repaired it and did not receive a response. If the author of the letter contacted someone else in the company and did not get a satisfactory result, this should also be discussed.
After the information is arranged in a paragraph or two, the letter writer can include a paragraph to discuss what kind of resolution is desired. It could be a refund, voucher, repair or other resolution. The customer satisfaction letter should not be unreasonable, but should clarify the customer’s goals. In a situation where a customer wants additional compensation, such as replacement of an electrical component that failed because a power strip failed to function properly, the customer must provide documentation such as receipts to back up this claim.
When a customer satisfaction letter expresses pleasure with the level of service, it can be helpful to offer a little information about why the customer is satisfied. This feedback can be relayed to the employee and can also factor into employee training and company policies. If, for example, a flight attendant makes flying a plane particularly enjoyable, it might help to know why, so the airline can recommend that other flight attendants follow suit.
At the end of the customer satisfaction letter, the writer can include contact information. If copies are sent to anyone else, this can be noted with a CC: and other recipients’ contact information. It is advisable to re-read the letter for errors before sending and it helps to keep the language neutral as companies may disregard abusive or aggressive complaints.
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