This letter is intended for employees that are asked to follow-up on a prior customer complaint. This is usually addressed to the manager of a specific department. The managers are asked to follow-up on a customer who has forwarded his or her grievance to a higher administrative member of the company.

Managers are asked to deal with the problem, as this is also part of their job description. Managers are often asked to talk to the customers filing the complaint and solve the issue in order to protect the reputation of the company. This letter is given as soon as a complaint has been made, and is expected to be addressed as soon as it has been delivered and read.

SAMPLE LETTER

Super-Smart Megamart
7th Floor, Bulding B
Super-Smart Megamart Central Office
2300 32nd Avenue cor. Midwest St.
New Mejica City, San Francisco
(Address)

January 9, 2009
(Date)

Mr. Ron Todd
(Addressee)

Good Day!

Super-Smart Megamart has always been an advocate of a good shopping experience. We have always valued our relationship with our customers and we always strive to give them the best in grocery shopping at al times. However, incidents happen that may not necessarily uphold the good values with which our company has promised and promoted through the years.

Last January 7, 2009, Mrs. Leticia Rogers filed a complaint against one of your shop’s employees, Mr. John Grove, for improper actions when she was asking for a refund with her food products. Mrs. Rogers bought a bottle of fresh milk with an expiration label stating that it is good until the 20th of the month. However, she returned because the milk she had was already expired and wanted to have it replaced with a new one. Unfortunately, she was not happy with how Mr. Grove approached the situation and was forced to write a complaint against Mr. Grove and the Super-Smart Megamart Company.

While we understand that you may have not seen the situation happen, we would like for you to resolve the issue by conducting an investigation that would ultimately show what really happened between the two individuals. The company is giving you three days to resolve the issue or else certain actions will be undertaken.

We have attached with this letter the letter of complaint from Mrs. Rogers. Kindly read through the material and start the investigation process as soon as possible.

Thank you and we hope for your cooperation on this.

Respectfully,

Mr. Anthony Lloyd
HR Department
Super-Smart Megamart

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