10 Secrets For Writing Killer Complaint Letters
...... Place a heading at the top of the letter with information that
the company or agency will relate to, such as your account
number or customer number. Make it easy for them to find you on
their computer filing system.
5.Clearly explain the situation.
Make sure that you give all of the specific details needed so
that the company/agency can verify your claim without you
having to get into an endless game of telephone tag with them.
Include specific dates, times and places, as well as the names
of people you dealt with. If you're not sure of these when
composing the letter, call them back and ask for the specifics.
(You don't have to say it's for a complaint letter).
6.Use a positive and respectful tone.
I have found that the best approach is to use a positive upbeat
tone. Remember, you are writing to a senior person who probably
sympathizes with what happened to you. Your tone should convey
the message that you are the innocent victim and you understand
that the company wouldn't have done such a thing deliberately.
7.Send copies if appropriate.
There can be cases where it is wise to send a copy of the
letter to other parties just to make sure that you will get
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told to write to a Regional Manager of a program, it is often a
good idea to make sure that someone in head office also gets a
copy. I sometimes send a copy to customer services or customer
relations, offices at the national level.
8."Shame" them as much as possible.
Companies that claim and advertise high levels of customer
focus and service do not like to be criticized in those areas.
If you have a strong case that makes them vulnerable in one of
these areas, use as much ammunition as you can to embarrass
them in these sensitive areas. Modern marketing terms such as:
customer relationship management (CRM), one-to-one marketing,
most valuable customer (MVC), and customer-centric focus, all
tend to get their attention. Also, using such terms makes you
sound like an authority.
9.Imply you might take your business elsewhere.
I always do this near the closing. Companies don't like to lose
customers, especially long-time customers. Senior marketing
people are well aware that study after study has shown that it
costs five to seven times as much to recruit a new customer as
it does to hold on to an existing one.
10.Ask for an early reply.
In the closing paragraph of your complaint letter, state
specifically that you are expecting an early reply. Make sure
that you follow-up by phone or e-mail if you have heard nothing
in three weeks. Some companies will send you an acknowledgment
letter stating that they are working on your case and will get
back to you within a week or two.
Use the above strategies and you are sure to get action from
your complaint letters. And, don't forget the old truism "the
squeaky wheel gets the grease"!
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By Shaun Fawcett from his new one-stop writing help e-book
"Instant Home Writing Kit". Full of tips, tricks, and secrets
on how to write personal and business letters, resumes, cvs,
papers, e-mails, essays, and business reports. Includes dozens
of formatted downloadable real-life templates. Check out this
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About the Author Shaun Fawcett M.B.A., is a Canadian-born and based writer, consultant, journalist, and publisher who has worked in many professional capacities over the years. He is also the Webmaster of the one-stop writing help Web site: www.writinghelp-central.com. Every week, thousands of people visit that site to obtain tips, advice, and resource information on everyday writing including: personal and business letters, resumes, cvs, reports, essays, and term papers.
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