From time to time, businesses may not be able to live up to the expectations of their customers. There will always come a time when a manager will have to respond to a complaint letter while admitting fault and making a correction. Remember that satisfied customers are the key to a successful business. So it is good practice if you know how to deal with complaints. If you have a properly constructed letter, you can easily win back your customer’s trust and loyalty.

Never forget that the customer is always right. Start your letter by thanking the customer for taking the time to inform you about their concern. Admit your mistake and take responsibility for what happened.

Address your concern directly. Assure the customer that you are going to resolve the problem by indicating the steps you are about to do. Be respectful and careful with the words that you use. And lastly, offer the customer compensation or privileges to make up for the unsatisfied expectations. Also, let the customer know that you are always willing to receive feedbacks or concerns from them. Below is an example of a respond to a complaint letter while admitting fault and making a correction.

Sample Letter

May 25, 2010

Molly Burke
45 St. Paul Street
Baton Rouge, USA 8909

Dear Miss Burke,

Good day. We would like to thank you for spending your time to inform us that our service didn’t meet your expectations. We will take every step and measure to assure you that we will find a solution to this issue immediately.

The management failed to inform you that the internet connection will reach its maximum speed after 7 days. This is why you have been experiencing a slow internet connection for the past two days; because your connection was installed just three days ago. This is our fault for not letting you know, and we sincerely apologize.

We will do our best to make sure that you will trust our company again and be confident with our products and services again. Satisfied customers are our biggest achievement. To make up for this, we would like offer you a 20% discount offer on our plans and some other privileges.

We hope that this can somehow compensate for your unsatisfied expectation.

Again, we would like to thank you for your feedback as it will help us provide better services. It is our company’s aim to satisfy our customers. We would like to regain your trust and hope to serve you again in the future.

Please feel free to contact me at 411-990-2009 or email me at jennysmith@wbc.com if you have any other concerns which you would like us to take action on. Thank you very much and have a good day.

Sincerely,

Jenny Smith
General Manager
Web Connect Internet Services
411-990-2009