LETTERS lll –  HANDLING COMPLAINTS –

Complaints are not about you but usually about your organisation, so be graceful.

        They should be polite and end in a friendly fashion.

        If you respect your client  and handle a complaint honestly and fairly your business should grow.

A Handful of Tips to deal with a complaint

* The opening

        The opening paragraph should identify the problem and show that you agree in principle with the person’s right to complain or request something.

        “Thank you for bringing the problem to our notice. It’s only by such actions we can improve our services to our clients.”

* The Message

        State what action you are going to take – refuse, replace or refund.

* Give Reasons

        If your refusal is based on good reasons, state these clearly. Take the reader into your confidence. Do not talk down to clients.

        “We sold 5,000 of these last year and yours is the first complaint.”

* If appropriate, give a clear refusal

       Any refusal should follow logically from the reasons given.

        “We are not prepared to refund your money because you have had six months use of the unit and we suspect it has been serviced by an unauthorised technician.”

* The closure

       End on a positive note showing concern from your client.

        “If you bring the unit in to our workshop. We will overhaul it for you free of charge and charge you only for replacement parts.”

Geoffrey Moss(mossassociates.co.nz)

“We can complain about complaints, stumble on them, climb over them, or use them to build a better business.”

For those in need,  download our FREE book “NO JOB! WHAT NOW? available from our website.

Source: Time-Savers, Moss Associates .Ltd  New Zealand; McGraw-Hill, Australia; Times Business Books,  a Federal Publishing House, Singapore and  Qingdao Publishing House, China.