Effective complaints letters (and any other way of complaining) should be:

·                   concise

·                   authoritative

·                   factual

·                   constructive

·                   friendly

Imagine you are the person receiving customers' letters of complaints. This helps you realise that the person reading your letter is a real human being with feelings, trying to do their job to the best of their abilities. Your letter should encourage them to respond positively and helpfully to the complaint. No matter how mad you feel, aggression and confrontation does not encourage a helpful reaction to complaints.

Good complaints letters with the above features tend to produce better outcomes:

·                   Concise letters can be understood quickly.

·                   Authoritative letters that are well written and professionally presented have                                             more credibility and are taken more seriously.

·                   Factual letters enable the reader to see immediately the relevant details, dates,                                  requirements, etc., and to justify action to resolve the complaint.

·                   Constructive letters with positive statements, suggesting positive actions -                                              encourage action and quicker decisions.

·                   Friendly letters with a considerate, cooperative and complimentary tone are                                     prioritised because the reader responds positively to the writer and wants                             to help.

These complaints methods are based on cooperation, relationships, constructive problem-solving, and are therefore transferable to phone and face-to-face complaints.

What are the tips and secrets of effective complaints letter writing?

(Please note that UK English tends to prefer the spelling ISE in words such as apologise, organise, etc., whereas US English prefers IZE. Obviously in your letters use the appropriate spelling for your particular audience.)

Write concise letters

A concise letter of complaint must make its main point in less than five seconds. The complaint letter may subsequently take a few more seconds to explain the situation, but first the main point must be understood in a few seconds.

Structuring the letter is important. Think in terms of the acronym AIDA - attention, interest, desire, action. This is the fundamental process of persuasion. It's been used by the selling profession for fifty years or more. It applies to letters of complaints too, which after all, are letters of persuasion. The complaint letter attempts to persuade the reader to take action.

Structure your letter so that you include a heading - which identifies the issue and name of product, service, person, and location, with code or reference number if applicable.

Then state the simple facts, with relevant dates and details.

Next state what you'd like to happen - a positive request for the reader to react to.

Include also, (as a sign-off point is usually best), something complimentary about the organization and/or its products, service, or people. For example:

"I've long been a user of your products/services and up until now have always regarded you are an excellent supplier/organization. I have every faith therefore that you will do what you can to rectify this situation."

Even if you are very angry, it's always important to make a positive, complimentary comment. It will make the reader and the organization more inclined to 'want' to help you. More about this below.

If the situation is very complex with a lot of history, it's a good idea to keep the letter itself very short and concise, and then append or attach the details, in whatever format is appropriate (photocopies, written notes, explanation, etc). This enables the reader of the letter to understand the main point of the complaint, and then to process it, without having to read twenty pages of history and detail.

The main point is, do not bury your main points in a long letter about the problem. Make your main points first in a short letter, and attach the details.

Authoritative complaints letters have credibility and carry more weight

An authoritative letter is especially important for serious complaints or one with significant financial implications. What makes a letter authoritative? Professional presentation, good grammar and spelling, firmness and clarity. Using sophisticated words (providing they are used correctly) - the language of a broadsheet newspaper rather than a tabloid - can also help to give your letter a more authoritative impression. What your letter looks like, its presentation, language and tone, can all help to establish your credibility - that you can be trusted and believed, that you know your facts, and that you probably have a point.

So think about your letter layout - if writing as a private consumer use a letterhead preferably - ensure the name and address details of the addressee are correct, include the date, keep it tidy, well-spaced, and print your name under your signature.

If you copy the letter to anyone show that this has been done (normally by using the abbreviation 'c.c.' with the names of copy letter recipients and their organizations if appropriate, beneath the signature.) If you attach other pages of details or photocopies, or enclose anything else such as packaging, state so on the letter (normally by using the abbreviation 'enc.' the foot of the page).

When people read letters, rightly or wrongly they form an impression about the writer, which can affect response and attitude. Writing a letter that creates an authoritative impression is therefore helpful.

Complaints letters must include all the facts

In the organization concerned, you need someone at some stage to decide a course of action in response to your letter, that will resolve your complaint. For any complaint of reasonable significance, the solution will normally involve someone committing organizational resources or cost. Where people commit resources or costs there needs to be proper accountability and justification. This is generally because organizations of all sorts are geared to providing a return on investment. Resolving your complaint will involve a cost or 'investment' of some sort, however small, which needs justifying. If there's insufficient justification, the investment needed to solve the problem cannot be committed. So ensure you provide the relevant facts, dates, names, and details, clearly. Make sure you include all the necessary facts that will justify why your complaint should resolved (according to your suggestion assuming you make one).

But be brief and concise. Not chapter and verse. Just the key facts, especially dates, and reference numbers.

For example:

"The above part number 1234 was delivered to xyz address on 00/00/00 date and developed abc fault on 00/00/00 date..."

Constructive letters and suggestions make complaints easier to resolve

Accentuate the positive wherever possible. This means presenting things in a positive light. Dealing with a whole load of negative statements is not easy for anyone, especially customer service staff, who'll be dealing with mostly negative and critical communication all day. Be different by being positive and constructive. State the facts and then suggest what needs to be done to resolve matters. If the situation is complex, suggest that you'll be as flexible as you can in helping to arrive at a positive outcome. Say that you'd like to find a way forward, rather than terminate the relationship. If you tell them that you're taking your business elsewhere, and that you're never using them again, etc., then there's little incentive for them to look for a good outcome. If you give a very negative, final, 'unsavable' impression, they'll treat you accordingly. Suppliers of all sorts work harder for people who stay loyal and are prepared to work through difficulties, rather than jump ship whenever there's a problem. Many suppliers and organizations actually welcome complaints as opportunities to improve (which they should do) - if yours does, or can be persuaded to take this view, it's very well worth sticking with them and helping them to find a solution. So it helps to be seen as a positive and constructive customer rather than a negative, critical one. It helps for your complaint to be seen as an opportunity to improve things, rather than an arena for confrontation and divorce.

Write letters with a friendly and complimentary tone

It may be surprising to some, but threatening people generally does not produce good results.

This applies whether you are writing, phoning or meeting face-to-face.

A friendly complimentary approach encourages the other person to reciprocate - they'll want to return your faith, build the relationship, and keep you as a loyal customer or user of their products or services. People like helping nice friendly people. People do not find it easy to help nasty people who attack them.

This is perhaps the most important rule of all when complaining. Be kind to people and they will be kind to you. Ask for their help - it's really so simple - and they will want to help you.

Contrast a friendly complimentary complaint letter with a complaint letter full of anger and negativity: readers of angry bitter letters are not naturally inclined to want to help - they are more likely to retreat, make excuses, defend, or worse still to respond aggressively or confrontationally. It's human nature.

Also remember that the person reading the letter is just like you - they just want to do a good job, be happy, to get through the day without being upset. What earthly benefit will you get by upsetting them? Be nice to people. Respect their worth and motives. Don't transfer your frustration to them personally - they've not done anything to upset you. They are there to help. The person reading the letter is your best ally - keep them on your side and they will do everything they can to resolve the problem - it's their job.

Try to see things from their point of view. Take the trouble to find out how they work and what the root causes of the problems might be.

This friendly approach is essential as well if you cannot resist the urge to pick up the phone and complain. Remember that the person at the other end is only trying to do their job, and that they can only work within the policy that has been issued to them. Don't take it out on them - it's not their fault.

In fact, complaints are best and quickest resolved if you take the view that it's nobody's fault. Attaching blame causes defensiveness - the barriers go up and conflict develops.

Take an objective view - it's happened, for whatever reason; it can't be undone, now let's find out how it can best be resolved. Try to take a cooperative, understanding, and objective tone. Not confrontational; instead you and them both looking at the problem from the same side.

If you use phrases like - "I realise that mistakes happen..."; "I'm not blaming anyone...."; "I'm sure this is a rare problem...", your letter (or phone call) will be seen as friendly, non-threatening, and non-confrontational. This relaxes the person at the other end, and makes them more inclined to help you, because you are obviously friendly and reasonable.

The use of humour often works wonders if your letter is to a senior person. Humour dissipates conflict, and immediately attracts attention because it's different. A bit of humour in a complaint letter also creates a friendly, intelligent and cooperative impression. Senior people dealing with complaints tend to react on a personal level, rather than a procedural level, as with customer services departments. If you brighten someone's day by raising a smile there's a good chance that your letter will be given favourable treatment.

Situations that Complaint may Arise from

The wrong goods may have been delivered;

Thequality may have been found unsatisfactory;

Theshipment may have been found damaged, short, missing or late;

The prices charged may be excessive or not as agreed.

Examplifying complaining sentences about wrong goods

1. We have received your goods carrying our order No. 122 of Jan. 1st. Upon opening              the case we found it containing completely different articles.

2. On examination we find that three pieces do not correspond with the original sample.

3. Upon examining your first delivery, we find that it does not contain the                                    assortment which we ordered.

4. You have evidently sent us the wrong goods, and, as we are in a hurry for the shirts                   that we order, this error is inconvenient and annoying to us.

 

Examplifying complaining Sentences about Quality

1. The quality of this consignment is far from being satisfactory.

2. We are sorry that the cargo has not turned out to our satisfaction.

3. We are compelled to express our surprise and disappointment at finding the                               goods contained in your shipment on Jan.1st so unsatisfactory.

4. We are very sorry to inform you that your last shipment is not up to your                                 usual standard. The goods seem to be too roughly made and are inclined to be                         inferior and out of shape.

5. We regret to have to inform you that the computers which you sold us has caused                    numerous complaints

 

Examplifying complaining Sentences about Shipment :

Damage

1. We are sorry to report that one of the cases of your consignment was badly  

    damagedwhen delivered on Jan. 1st.

2. The captioned goods you shipped on Jan. 1st arrived here yesterday. On                               examination,we have found that many of the sewing machines are severely   

    damaged, though the cases themselves show no trace of damage.

3. We are writing to inform you that case No.102 dispatched under your advice of                     Jan.1st  was badly damaged when delivered.

4. Your shipment of white paper arrived today. We have found three cartons are                       completely wet. Because of this, the items were damaged and can not be sold.

Examplifying complaining Sentences about Shipment:

Delay

1. We have to inform you that the goods we ordered from you on Jan. 1st have not                      arrived here, nor have we heard anything concerning the shipment.

2. You wrote that our order No.398 was almost ready for shipment and your shipping                  advice would soon follow. Nearly a month has passed since then, yet we have heard               nothing from you about the shipment.

3. This delay has inconvenienced us considerably. We should appreciate it if you would               inform us by return mail when we may expect the goods.

4. Due to your excessive delay in delivery, we notify you of our cancellation of contract.

 Examplifying complaining Sentences about Shipment:

Shortage

1. In checking the contents against your enclosed invoice, we found that several items                were missing.

2. Your goods of 300 cameras arrived today. On opening the container we found that the            goods were short by 50.

3. While thanking you for the promptness with which you executed the order, we have                 to point out that one third of the goods are missing.

 

 Organizing a claim letter

 Background: Come straight to the problem at the beginning. Tell what is wrong.

 Problemdescription (cause and effect) clearly and provide any necessary                                                      information(invoice number, product information, etc.).

Solution : Propose specific actions to deal with theproblem, the result which will satisfy                            you.

Warning: (optional ) politely mention strong terms if you fail to get a satisfactory reply.

Ending:  close with positive, friendly but firm words.