The AMA Handbook of Business Letters

By Jeffrey L. Seglin; Edward Coleman | Go to book overview

CHAPTER 8

Customer Service Letters

Customer service letters are some of the most important letters you will write. Serving the needs of customers is a sure way to capture their loyalty to your business. Even when sticky issues such as complaint resolutions or price increases arise, handling these issues with respect for the customer is crucial in maintaining the integrity of the business and in achieving some desirable results.

All of the customer service letters in this chapter were written with the customer in mind. Many were designed to win over or strengthen the loyalty of customers. Others were crafted to achieve a desired goal without alienating existing customers.


Complaint Resolution Letters

Sample Letters 8.1 through 8.8 were all written to deal with complaints issued by customers. Sample Letter 8.9 was written by a customer after several attempts to resolve problems.

Sample Letter 8.1 was written to acknowledge receipt of a customer complaint. The letter writer acknowledges the complaint in the first paragraph, informs the customer that a credit will be issued to her account while the complaint is being investigated, and finally lets her know how to get in touch with her customer service department should she have any further questions.

Sample Letter 8.2 was written to a customer who had complained about an incorrect billing that appeared on his charge account statement. In this letter, the letter writer explains what further information the customer service department needs to explore the discrepancy. In the first three paragraphs the letter writer clearly spells out the steps the customer

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