Reassurance letter to Customer on Complaint to be resolved

Customer satisfaction is the most important aspect of a successful business. Selling a higher number of goods and acquiring more customers are not sufficient measures to be successful. A business must strive hard to resolve genuine customer grievances post sale of its products or rendering of its services.

Sometimes, after receipt of a complaint, it may take several days to resolve the problem. Hence, in the meantime, the customer anxiety will grow. He may start to lose faith in your service.

It is important that you establish a good communication with the customer by updating him the status of his complaint and giving him positive reassurance.

Here is an example of a reassurance letter to a customer.

TEMPLATE

Ref: _________

Date: _________

To

(Name of the Customer)

(Address)

Tel. ________

Reg.: Your complaint on problems relating to the goods bought

Dear Sir/Madam,

We had received your complaint by letter/ email dated _________ and had responded to the same by our letter dated _________.

At the outset, we once again sincerely apologize for the inconvenience caused to you. As mentioned in our previous response, we understand the problems faced by you in using the product and the faults in it leading to such issues. We are still working on it to fix the issues and resolving it at the earliest possible.

This is a busy month for us. Hence, there has been a delay in resolving the issue from our side. However, it is our best intention to keep our customers satisfied at all times.

We take the complaints from our customers very seriously. Hence, we assure you that your problem will be resolved as early as possible. Kindly bear with us for a few more days. We will get back to you once it is done.

For any kind of queries or concerns, you may contact us at phone number __________ during working days between ___ a.m. to ___ p.m.

Thanking you for your understanding and patience in the matter.

Yours faithfully,

    (Signature)

(Name of the Officer)

(Designation)