Professional Documents
Culture Documents
Complaint Email
Complaint Email
emails
CONTENTS
Here is what you will learn for this topic:
ROUTINE
PERSUASI written in the case when mistakes
VE
written in the cases where there
need for the consumer to convince
is a are considerable and by nature, a
routine.
the seller to correct the mistake.
WRITING A
COMPLAIN
T EMAIL
Information you may want to
•
•
include
Store name and location
Your account number
• Relevant dates, such as when you bought goods or services and when the problem
began
• Names of sellers, customer service representatives, or managers with whom you
have addressed the issue previously
• Serial and model numbers
• Supporting documents such as receipts, invoices, and warranties
• Copies of previous correspondence (emails/chat logs/letters)
• Your contact information
Examples of phrases used in a
complaint letter
I WISH TO DRAW YOUR ATTENTION TO TO MAKE MATTERS WORSE
This phrase is used to point out your discontent This phrase is used if there is anything else
towards their services or products . that you are not satisfied with. In other words,
to add on something that bothers you.
FRUSTRATION
to point out where they are wrong to provide a solution, start by empathizing with them and go on to
say something akin to “This should not normally be happening, so I would be happy to look into it” or
“Sorry, we have been amiss in communicating about this, here is an updated article you can check out.”
AVOID NON-
APOLOGIES
This often happens with brands that give half-hearted apologies and then get slammed for them
online. It is easy to fall in this trap, especially if the customer is not completely justified in
their complaint. So, avoid phrases like “We are sorry you feel this way” or “We apologize if
we caused problems.” Opt for “We are sorry we inconvenienced you” or “You are right, we
take full responsibility for what happened.”
OVERVIEW OF
OFFEREMAIL
EXPLANATIONS
But without sounding defensive. Focus on helping the customer understand why something happened
CONTENT
instead of refuting their complaint. This could include a reason that was outside of your control or
taking full responsibility for a mistake.
SUGGEST REDEEMING
ACTIONS
If you can provide immediate help on a problem or even offer a discount, coupon, or other benefit to the
customer, go ahead. It’s important to show your customer that you take their complaint seriously and
want to alleviate their concern, but also that you’re actively trying to solve the problem instead of just
apologizing.
SHOW CALMNESS
AND RESPECT
Customers are not always right, but it is never a good strategy to antagonize them – do not forget they
could well spread the word and damage your brand. Staying calm might be difficult if the customer is
aggressive, so try to step back and look at the situation objectively (this will be easier to do if you’re
communicating via email or live chat, rather than on the phone).
What to avoid