1. Introduction: Generally when a customer writes a letter of complaint or claim, he wants to get reimbusment of losses or wants additional discount for adjustment. If proper adjustment is not done of complaint, firm can loose customer and over and above this, it might hinder to make new customer due to negative word of mouth. So reply to complaint letter should be written carefully.
2. Points to be kept in mind while writing reply to letters of Claims/Complaints : Thay are as under.
(1) Prompt reply : The complaint letters should be replied at the earliest. This will create good impression on customer. The delay in reply will create dissatisfaction in the mide of customer.
(2) Thanking the customer : The customer should be thanked for drowing your attention towards problems and faults.
(3) Apology: Letter should begin with an apology of the customer.
(4) addressing by first name: Seller can creat personal care by addressing the client with his first name, this will help to create nearness with customer.
(5) Suggest various types of adjustment: Various types of adjustment should be suggested for e.g: Giving additional discount, to take defective goods back, to send the person to repair the defective goods if possible etc.
(6) To find amicable solution : If the customer has made a cornplaint,seller should not hide his fault or folly and should solve the complaint in such a way that customer is satisfied.
(7) Try to remove misunderstanding: Due to complain, if any misunderstanding has been created in mind of customer then seller should try to remove such misunderstanding by giving valid logical reasons.
(8) Ensure to avoid such situation in future: for the loss suffered by customer due to fault in packing, carelessness during transport, mistake of employee, etc, he should ensure customer that such situations will not be repeated.
(9) Convince the customer if adjustment is not possible: If after verifying the circumstances it is not feasible to find any solution to the problem then seller should convince the customer giving logical reasons.
(1O)Fair adjustment: The customers complain should be resolved fairly. Care should be taken to maintain their prestige and courteous language should be used.
(11)Customers oriented principle : While doing adjustment of claims/Complaints the principle customers is always right, should be kept in mind. Customers complaints should be resolved at the earliest.
3. Conclution : The reply to complaint letters should be written in courteous language keeping forsightedness in mind. Care should be taken that customer does not feel bad. So complaints should be resolved amicably. It helps to increase prestige of seller and customer satisfaction. Adjustments of claims/complaints help to increase the customer base and number.