Complaint Responses: When You Agree

First sentence of introduction : Apologize for the situation.

Second and third sentences : Let the reader know that you investigated the situation thoroughly.

Body : Explain why the situation occurred and say how you resolved it, whether speaking with the appropriate employee or changing a policy.

Closing : Apologize again and give the reader a number to call if he or she wishes to talk further.

Dear Ms. Green, We are sorry about your problem with the seating arrangements on your flight to Phoenix. We spoke with your travel agent, Hazel Walters, who confirmed that she did promise you aisle seats toward the front of the cabin.

Apparently, the problem occurred because Hazel was overwhelmed with calls from winter travelers. In her hurry to help all our customers, she mistakenly neglected to enter your request for specific seats into the computer. In addition, the flight you wanted was virtually filled at the time you called and the front row seats were probably taken. We can assure you that we will make every effort to secure the seat you want on your next trip.

Again, I apologize for this situation and hope you had an enjoyable trip otherwise. If you would like to speak with me further, please call: 555-7869. Sincerely,
Hey — It’s Not Personal
You know the old story — the dissatisfied customer calls and blames you for an inaccuracy or delay that wasn’t your fault. Or, maybe it was your fault. But really, you didn’t deliberately cause this person trouble and you did, indeed, apologize. So, after listening to the customer talk on and on and on, or after reading one or two ridiculously accusatory letters, you’re fed up.And now, at the apex of your anger, you have to write a response to the complaint. Worse, a polite, even friendly, response. This may feel a little bit like writing a check to some guy who just robbed your house. Before you type a word, remember this:
• It’s not personal. In the business world, in spite of often complex social interactions, very little is. Approach the letter as if you were mending a tear in a piece of clothing. Your main objective is simply to patch it.
• Wait a few minutes or longer for your anger to pass. This will help take the emotion out of your word use and give objectivity to your tone. Several employees at one of my client companies like to write a quick yet brutal first letter, working out the emotion. Then, they delete it and write a more objective letter. This tactic is time-consuming, but it can work.
• Think legal. Truly irate customers, whether or not their fury is justified, may call a lawyer. Your document could appear in a lawsuit seeking frightening amounts of cash. That’s another reason to keep your message unemotional, even accommodating.
• Compensate. If the situation really did cause the reader inconvenience and your organization was undoubtedly at fault, offer some sort of compensation in the letter — an additional, free service or product or a discount. Nothing soothes a broken heart – or temper — quite like a gift.