1. Introduction : When a person gets a reason to complaints he generally gets angry and writes letter in uncourteous language. The person receiving and reading such letters feel insulted, and under these circumstances the relationship between both the parties spoil. To avoid such situotions few things should be kept in mind while writing letters of Claims/Complaints.
2. Points to be kept in mind while writing complaint letter : They are as follows.
(1) To get correct information : Before complaining, or writing complaint letter, one should verify the reason behind the occurance of the problame For e.g. : the delay in receiving goods was due to carelessness of seller or due to strike of trucks or any accident or the natural calamities, the reasons behind the delay of goods should be verified.
In short, these type of letters should be clear, courteous and concise, and should take care that the reader and receiver does not feel insulted. These are the basic characterestics of complaint letter.
(2) Giving statstical information : The matter due tp which problem has arised, should be presented with statistical information, order number, date details of goods, quantity etc.
(3) Complaints against real problems only: The matter for which the complaint is being put forward should be real. If the seller comes to know after adjustment that the complaint was not correct then he feels bad about it and it spoil the business relations. For e.g. : If 10% crockery has been damaged in transit then we should not wrongly complaint that 50% of the crockery been damaged in transit. This types of complain is wrong.
(4) courteous language : Complaint letters should be writen with utmost care in courteous Many a times it takes more time for adjustment due to non courteous language.
(5) Praise good service of past: When a letter of complaint is writen the good services received in past should be praised. This will help to resolve the complain faster.
(6) Stay away from direct attacke : The reason for which we are writing complaint letter should not directly attack the seller when we receive damaged goods or there is delay in receiving goods or we get inferior quality goods. Instead of blaming seller we should mention to look in to matter and see whos mistake it was.
(7) Request to resolve complaint : We should request to resolve the complaint at the earliest in complaint letters For e.g : Reimbursment for damaged goods, reduction in bill amount on receipt of inferior quality goods and to ask grace period for payment when there is delay in receiving goods.
(8) Time period for adjustment : The complaint letter should mention the fixed time period in which the adjustment should take place or it should ask for fixed percentage of discount.
(9) Strong language in another letter of complaint : If we do not get any reply to the complaint letter, after few days we should write another complaint letter, in which strong words should be used and reminder should be given keeping courteous language in mind.
3. Conclusion : Through complaint letters, customer ask- for some kind of compensation for the loss borne by them. They also expect that they will not need to complain again in future. Complaint letter should be drafted carefully in courteous languag, and it should be based on reality and facts.