How to Write a Letter of Complaint.
They say the pen is mightier than the sword, so if you’ve had a bad experience with a
company, use your mightiest weapon to get satisfaction!
You will need The name of the offending company’s CEO and a suggested reparation.
Step 1.
Address your letter to the company’s CEO.
His secretary will likely forward it to customer service with a personal note, sending your
complaint to the top of the pile.
In fact, research has found that this trick can triple your chances of a successful outcome.
Step 2.
State the problem and include any back-up materials, such as a sales receipt or any
previous correspondence.
This will show that you are a serious person who will not be ignored until your complaint
is resolved.
In addition to your address and phone number, include your email address for a speedy response.
Step 3.
State exactly what the company can do to keep you as a customer, whether it’s a refund,
store credit, or a replacement.
If all you do is complain, chances are all you’ll get back by way of apology is a form
letter.
Include a reasonable date by which you expect to have a response--two weeks is fair.
This will reduce the chances your complaint will land in someone’s to-do-whenever pile.
Step 4.
If you’re a longtime customer, say so!
(And even if you aren’t, it doesn’t hurt to fudge a bit.)
Companies do not want to lose loyal customers.
Research shows that colorful words like “appalled,” “stunned,” or “shocked,” get better
results than quieter ones like “upset.”
Just don’t use more than three of these words, or you’ll end up sounding hostile.
Step 5.
Hint--in a polite, friendly way--what will happen if they don’t make things up to you.
For example, say, “I am surprised that no one has complained yet about your customer
service in the online reviews I’ve read” to imply is that you might just add a disgruntled
account.
Step 6.
Keep your letter short and to the point.
Studies show that after about a page, or 200 words, people lose interest--and sympathy!
Step 7.
Don’t forget to spell check your letter.
Misspellings make the reader perceive you as unintelligent, which may make them not
take your complaint as seriously.
Step 8.
End by thanking the person “in advance” for resolving the matter.
Did you know Transportation services, like planes and trains, receive the most consumer
complaints, according to a survey of professional online complaint services.