Looking for sample complaint response letters

We're looking to beef up our consumer letters and wondered if you had any templates?  

Myra's answer to Looking for sample complaint response letters

One of the best customer recovery letters I've ever read was not prompted by a complaint. Three years ago I experienced a mind-boggling 12-hour delay while traveling to Baltimore on an American Airlines flight. I'll spare you the details of this unbelievable delay, but I will say that I vowed NEVER to fly American again. However, executives from American quickly changed my mind when they proactively sent the absolute best recovery letter I have ever read.

I did not complain to American Airlines, yet one week after my experience I got a letter in the mail from the airline. The airline proactively identified the problem I experienced (using their robust customer relationship management system) and immediately followed up in writing to ensure my continued loyalty. The letter had the four critical elements of an effective customer recovery letter: Immediate response, a genuine expression of empathy, an apology, and they added "double for my trouble." A copy of that letter is below, along with an explanation of how you can begin incorporating the four basic elements of an effective customer recovery letter in your letters beginning today.

Dear Ms. Golden,

Executive Office

Is that a great recovery letter or what? This letter delivers the 4 Critical Elements of Recovery Letters that I teach in my letter writing labs. Take a look at the four elements and ensure you are delivering a compelling recovery with each complaint response letter you write.

1. Respond immediately - The speed of the response can have more of an impact on future loyalty than the actual resolution presented in the letter. TARP, Inc. found that 95% of dissatisfied customers experiencing minor problems would remain loyal if their complaints are resolved immediately. That number drops to 70% if the resolution is not immediate. When it isn't possible to resolve the problem and respond immediately, you should send the customer an initial reply within one business day. The initial reply acknowledges receipt of the customer's letter and explains that problem investigation is in progress.

2. Express empathy - Always include a sincere statement in customer response letters that lets customers know you care about the inconvenience they have experienced. A great way to start out your empathy statement is, "It must have been frustrating to_____"

3. Apologize - Never send out a response letter without an apology. Never. Research has found that when an apology is received as genuine, customer satisfaction increases 10 - 15%. 4. Give the customer double for their trouble - It's always nice to give a token item that expresses your genuine desire to regain the customer's goodwill. This can be as simple as enclosing a coupon inviting the customer to come back.

The goal of complaint response letters is not to simply respond to complaints, but to restore the customer's confidence in your company and regain their goodwill. Benchmark this great letter and always include the four critical elements and you'll find that you're increasing customer satisfaction and loyalty. The contents of this eZine were taken from my ebooklets How to Write Customer Response Letters and Customer Win Back, available from our Resource Center for just $6.95 each.

You might also want to check out this response to complaint letters