As customers, all of us want to find the things we buy in perfect and impeccable condition. When this does not happen, it is very frustrating and causes a lot of replacement related stress. Buying goods at a store and then reaching home and finding it has a problem is the worst thing you can experience as a customer. You justifiably see it as a waste of money and time. To rectify this, you complain to the store you purchased it from, and then they send a complaint letter to the supplier of the goods. When there is no feedback, that’s when you send a follow up on a complaint from a customer.
Here you can reference the first letter and communicate to the supplier about the problem. With this, you can quicken the process of the solution. The business letter template and sample provided below provides you an outline and structure to write a formal response to a customer complaint.
Add your company logo on letterhead at the top to make the letter look more professional and thus assure the client
FOLLOW UP ON A COMPLAINT FROM A CUSTOMER WRITING TIPS:
- If you have that unsatisfactory customer who is complaining about that purchased good, this would be a great letter to send if you get no feedback after sending a letter of complaint. When you are writing this letter, there are things that you need to keep in mind. Make sure not to forget the following then :
- Tone – use a serious tone, keep the letter as formal as you can so that to make the recipient understand the urgency of the letter and complaint.
- Short and precise – there is no need for long stories in a complaint letter, go straight to the main issue and put your point across.
- Reference – like all complaint letter, you need to reference the first letter send since you are following up on an already discussed issue.
- Other necessary information – if you are writing to a supplier, you need to give details such as the goods purchased, when purchased and also the customer who bought the goods. This gives a clear indication and creates an easy pathway for assistance.
FOLLOW UP ON A COMPLAINT FROM A CUSTOMER TEMPLATE
Use our free follow up on a Complaint from a Customer to help you get started.
From,
(Name of recipient)
(Name of company)
(Address)
(Title)
(Department)
(Date) ___________
To,
________
________
Subject: follow up on complaint
Dear _____,
I am writing to follow up the complaint earlier sent. The complaint is about _______ (reason of complaint) customer purchased the item on _____ (date), and we sent the first complaint letter on _____ (date). There has not been any reply since then. The item was bought at our stores. The customer’s name is ________.
Your assistance is highly depended on here. Please look into the matter and contact the customer as soon as possible to rectify the problem.
Please keep me up to date with the proceedings of the matter.
Sincerely,
_________
SAMPLE LETTER
From,
Tom White
ABC company
Date 13 June 2014
To,
Mr. Anu Pal
ABC company
New Delhi
Subject: Follow up on the complaint
Dear Mr. Anu,
I am writing to follow up on the complaint earlier sent. The complaint is about the fridge purchased, that does not cool the food. The customer purchased the item on 6th June, and we sent the first complaint letter on 8th. There has not been any reply since then. The item was bought at our stores. The customer’s name is ___________.
Your assistance is highly depended on here. Please look into the matter and contact the customer as soon as possible to rectify the problem.
Please keep me up to date with the proceedings of the matter.
Sincerely,
Tom White
EMAIL FORMAT
The following is an email format to be followed for follow up on a customer complaint.
To: name123@email.com
From: name1234@email.com
Subject: Follow up on customer complaint
Dear Name,
This is concerning the complaint we got from a customer about the faulty air conditioner. The letter is dated ______ and the customer’s name is ___________. According to the complaint, she had purchased the air conditioner two months back from the ____________ outlet. The details of the letter you can get from their letter dated________. The customer has written to us numerous time but in vain and naturally, she is very unhappy with our lack of response.
I have full faith that you can solve the problem. Kindly look into the matter on priority basis and follow up with the customer. I am sure you are aware that customer satisfaction is what we see. The customer is very disappointed, and I have assured her that this will be solved within a week. Please call up the customer and inform her about the steps taken to resolve the problem and how soon you can give her a solution.
Please keep me informed about the developments.
Sincerely,
______________
Name
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