Your company has received a complaint and you don't know how to respond? Here are some tips we've prepared for you!
First, you should determine whether you agree with the complaint or reject it - in other words, whether the complaint is positive or negative. The response to the complaint should primarily include the chinese overseas america phone number data customer's data and an outline of the situation , as well as the company's position . Remember that when responding to the customer's allegations, you must clearly and specifically state whether the company agrees with them or not.
How to write a response to a positive complaint?
If you decide to accept the complaint, you should include a substantive but polite position of the company in your response. It is good manners to inform the customer about the reasons for the situation , for example, the reason for the product's defect.
If the complaint is upheld, it is important, if not the most important thing, to inform the customer about the next steps – both those that the customer should take (e.g. returning the damaged goods) and those that the company intends to take (e.g. refunding the money or sending a new product).
Finally, you should indicate a contact person to whom the customer can turn in case of additional questions. Provide your name, email and/or phone number, and position in the company.
Read also: SIP Trunk – what is it and what is it for?
How to write a response to a negative complaint?
If the complaint is rejected, the substantive position of the company should also be included in the response .
The rejection of a complaint may be justified, among other things, by the fact that the goods were not defective at the time of purchase, i.e. they were in accordance with the contract. A complaint may also be considered unfounded when the customer requests an immediate refund - according to the regulations, this is the final resort, and the company may first propose exchanging the goods for new ones or undertaking repairs. In the event of a complaint not being accepted, the customer should be informed of the right to appeal the decision.
Finally, as in the case of a positively considered complaint, you should indicate the person whom the customer can contact in case of any questions or concerns.
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Response to complaint and legal provisions
When preparing a response to a complaint, please familiarize yourself with the applicable legal provisions – this will help you avoid errors and potential conflicts.
One of the most important provisions of the law concerning the response to complaints is the information that the company must provide the response in such a form that the customer can retain it for a longer period of time . This means that verbal responses - both live and by phone - will not be considered binding. For this reason, the most common form of response to a complaint is in paper form or by email.
You should also remember about the regulations specifying the exact deadline for delivering the response to the complaint to the customer.
Time to respond to a complaint
In order for the response to a complaint to be in accordance with the law, it should be noted that the company has a specific time to send feedback. The standard time is 30 days from receipt of the complaint or 14 days if it is a warranty claim . Remember that these are calendar days, not business days.
