SECOND YEAR B.COM

UNIT – 1

TOPIC: Essentials of a Complaint Letter

Prepared by Mr. Hitesh Joshi

In the business world, however careful you might be, things do go

wrong and when things go wrong the aggrieved (angry, upset, disappointed)

party will complain. There are occasions when you, as a businessman, too will

have to complain.

It becomes necessary to write letters of complaint.

(a) Poor quality or improper quantity of goods received.

(b) Goods arrive late.

(c) Goods arriving in damaged condition.

(d) Defective packing.

(e) Goods differ from the sample.

(f) Goods differing from those specifically ordered.

(g) Higher price.

(h) Mistake in bill or invoice.

(i) Poor service, discourtesy shown by staff of seller.

(j) Reminders for payments.

(k) Goods delivered to the wrong party or place.

(l) Poor after sales service.

(m) Goods delivered at the wrong place.

(n) Work undertaken is done unsatisfactorily.

The purpose of writing a complaint letter is to get correction and

adjustment. The spirit of co – operation is useful in pointing out errors.

It is sensible to be factual, concise and exact in describing the

problem. Courtesy is of great importance; resist the temptation to

accuse the seller of carelessness, negligence, inefficiency and

indifference to customers. Courteous mention of error might earn the

gratitude of a self respecting seller. Firmness, emphasis and

insistence on your rights can be done without discourtesy.

How to write a Letter of Complaint:-

It is not easy to write a letter of complaint in a satisfactory manner.

This is so because the complaint is generally in an angry mood, and if

this mood is reflected in his letter, it becomes rude and discourteous.

Such a letter is likely to defeat the purpose for which it is written.

Drafting successful letters of complaint therefore requires much care

and skill. While writing a letter of complaint care should be taken to

see that it is addressed to the proper person or department. The

complaint letter should be sent as soon as the error is detected. The

letter should provide full details such as

•Date and time of the order and delivery.

•The nature and quantity of goods ordered or services required.

•Details of what exactly went wrong and where.

•Nature of the loss to the letter writer.

•Make a clear statement of the mistake in a calm, courteous and matter-of- fact

style.

•The claim should be specific. Clearly identify whether the fault lay with the good

supplied or service rendered. A reference to the order or quotation or data and

time of arrival of goods, etc. is also necessary.

•Explain the nature and extent of inconvenience or damage caused in terms of

money, sales, service or goodwill.

State the steps necessary to rectify the situation.

Appeal to the supplier's sense of fair play and pride. Make a courteous but

firm request that the matter should be attended to promptly. Be definite

about what you are asking for. (If the error is persistently repeated or if the

earlier appeals gave gone unheeded, it may be necessary to give a threat

of legal action.)

Language to be used in making a Letter of Complaint:-

“If a wise man were granted a life of abundance of everything

material, so that he had leisure to contemplate everything worth

knowing, still he could not communicate with another human being

he would abandon life.”

The spirit of co – operation is useful in pointing out errors in a

Complaint Letter. Remember the Cs of good letter writing; state the

problem clearly and correctly without exaggeration. In a Complaint

Letter Courtesy is of great importance; resist the temptation to

accuse the seller of carelessness, negligence, inefficiency and

indifference to customers. Courteous mention of errors might earn

the gratitude of a self respecting seller. Firmness, emphasis and

insistence on your rights can be done without discourtesy. Courtesy

requires that offensive and unpleasant words should not be used.

Words like dishonest, careless, unfair, disgusted, false, useless,

inefficient, are offensive and discourteous. Any error must always be

pointed out courteously; it is impolite to say: “You have done a

careless job of dispatching our consignment of crockery”.

It is better to use passive voice to talk of errors, and choose words

tactfully. Our consignment of crockery was not packed with the

necessary care. Do not attribute the errors and faults to anyone unless

you are sure. It is the seller’s responsibility to find out who made the

mistake.

Action Construction. Passive Construction.

You made an error in calculating An error was made (or There was the

discount. an error) in calculating the discount.

You did not enclose the cheque The cheque was not enclosed with your letter.

with your letter.

You appear to have misunderstood Our terms of payment appear to

our terms of Payment. have been misunderstood.

The letter must be sound from a legal point of view, which means that the complaint must be a genuine one. If the matter should go to a court of law the claim made by the letter writer must prove legally effective. The writer must give full details of the goods and the date of delivery so that the seller can identify the transaction. Invoice numbers and order numbers must be properly quoted. The letter should firmly demand an adjustment of the complaint and if possible, specify the manner in which such an adjustment is made. If you have ordered a new TV set, which has proved to be defective, specify in your letter of complaint whether you want the set to be replaced, repaired or if you want to be paid back. There is nothing to be gained by using insulting language and insinuating (shrewd) that the seller of goods is “unreliable”, “unprincipled”, or that his goods are “third – grade”. Avoid any show of anger or sarcasm (irony). It is better to discuss the problem than try to “lecture” to the seller. It has been rightly said that a tactfully written letter of complaint by itself brings about a proper adjustment.

Hints for drafting replies:1.Acknowledge the letter and thank the customer for pointing out to you something that needs improvement.2.The customer is right:-

When the customer is right, admit the fault at once, frankly, without making excuses or giving unconvincing explanations. Your explanation will only reduce the impact of your frank acceptance.

3Regret the mistake sincerely and say you will try it does not recur. Don't apologies profusely. Don't create fuss over it. Allow it to be forgotten.

3Don’t start giving unnecessary details of how the mistake occurred. The customer looks for three things: (1) you regret the mistake. (2) You make amends wherever possible. (3) You promise to take steps that the mistake is not repeated. So let your explanation is very brief.

5.If you are setting things right – making corrections or adjustments – don't give the feeling as if you were obliging the customer. You are doing it because it is the only right thing to do. An air of condescension belittles or humiliates the customer and he resents it.

The customer is at fault.6. Even if you are convinced at heart that the customer is unfair,

unreasonable or discourteous, don't react violently. Say that perhaps he is right, he may think so. Then gradually make him look at the situation from your angle.

7. If the customer can be accommodated, do it gracefully. If not,

tell him politely why he cannot be accommodated. Your letter must be couched in a courteous language. It must be an ambassador of goodwill.

The carrier is at fault.8 Express your thanks to the customer for bringing to your notice

the delay or damage in transit; show your sympathy for the

inconvenience caused.

9. State what adjustment you have made – asking the carrier to

deliver goods quickly, sending replacements, offering reduction

in prices for the damages, etc.

10. Tell the customer how the damaged goods, if any , are to be

dealt with, whether they are to be left with the carrier, to be kept

by the customer for inspection by your representative, or forwarded

to you at your cost, etc.

11. Assure the customer that steps will be taken to prevent the

repetition of such mistakes in future.

Some other party is at fault.

12. Tell the customer politely that investigations at your end reveal the

mistake occurred elsewhere. Ask him to get in touch with the postal authorities,

or the bank at his end, or any other agency involved. If it is your

responsibility to contact that agency, do it promptly and inform the customer.

13. Try to be helpful. Tell him you are prepared to do all that you can. This

will earn you the customer's goodwill.

Some other party is at fault.

12. Tell the customer politely that investigations at your end reveal the

mistake occurred elsewhere. Ask him to get in touch with the postal authorities,

or the bank at his end, or any other agency involved. If it is your

responsibility to contact that agency, do it promptly and inform the customer.

13. Try to be helpful. Tell him you are prepared to do all that you can. This

will earn you the customer's goodwill.

General.14. Avoid the use of such words or phrases as might suggest that you doubt

the customer's integrity or truthfulness.15. Never say you do not believe the mistake occurred. Mistakes do occur.

But if you start pretending surprise over it, it implies that you doubt the customer.

16. Irrespective of who is responsible for the mistake, or bad service, send a prompt reply to the customer's letter. It will give him the feeling that you care. If you need time to investigate, acknowledge his letter, tell him that you are on the job and will get in touch with him again. If possible, tell him how soon he may expect your actual reply.

17. If you writing as Manager, never pass on the buck to some junior member of your staff. It is the junior members the customer is going to deal with in routine affairs. If you belittle some member in the eyes of the customer, he or she will feel handicapped in future.18. Don’t take shelter behind such words as 'It is the policy of you firm not

to……' The customer will not be satisfied. Politely, but briefly, explain to him the reason for not accepting his plea.