In borderline cases most firms give the customer the benefit of doubt, especially when the latter has a good record of reliability and above-board dealing or where it is desired to keep him on the books for any other reason. If your investigation discloses an error by someone in your organization, admit it. A ready admission usually disarms the complaining customer and makes him to be reasonable in his demands for adjustment.
One of the best ways to deal with mistakes is to avoid them. This does not mean that mistakes can be eliminated entirely but you can reduce then to a minimum by such measures.It is unfortunately almost an instinctive reaction to resent complaints are criticisms.You need to counter any negativity that may be in the complaint letter with a positive approach. Be gracious and emphasize the corrective steps being taken. Then proceed to explain the circumstances which caused the trouble but do not make too obvious an attempt to justify failure or give satisfaction.
You have merely expressed regret, whereas your customer looks for some more tangible compensation. State what you propose to do to set things right. In most cases you can do no more than offer to take the foods back or allow a special discount remedies frequently provided for in the contract note.
1)The topic paragraph should express regret over the loss or inconvenience suffered by the customer. This should be followed by a clear explanation of the cause of the difficulty so far as your investigation enables you to determine it.
2)Make a clear statement of the adjustment you propose.
3)The closing should attempt to regain or reinforce the customer's goodwill.
Good businessmen find ways to put to good service the complaints they receive. They use them to detect flaws in their goods or their operations. They also use the prompt handling of complaints to emphasize the efficiency of their services.Inspection: have every shipment of goods inspected before it goes out. This will prevent wrong or imperfect goods from going out and will become your best insurance against complaints about poor shipments.
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