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Handle a complaint in a way that can win the customer back.

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What's an acknowledgment of customer complaint?

Hard as any business tries to satisfy every customer, nobody’s perfect, and sooner or later, a complaint is bound to happen. When there is a complaint, the business has an opportunity to create goodwill by correcting the mistake and handling it in a way that shows that they care about the customer’s concerns. A customer complaint acknowledgement can save the relationship and sometimes even increase customer loyalty.

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Here's the info you'll need to have handy to complete your doc:

  • What company it's for
    Know the name and contact information of the business that will be issuing this letter, and be available to follow up on any customer questions.

  • Who it’s going to
    Have the customer’s name and contact information ready.

  • Subject matter
    Be able to discuss the complaint itself, as well as your planned response to it.

  • Dates
    Know the order or purchase date related to the complaint, as well as the date of the complaint.

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Sample acknowledgment of customer complaint

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Dear :

We received your lettermessageemail on about . I am sorry to hear that you were dissatisfied with the serviceproduct we provided. We want to address your concerns as quickly as possible. To that end, please call me at   or email me at  if the following summary of your complaint is inaccurate: .  We have taken the following initial actions to correct the situation: .

Be assured that we will conduct a full investigation into your concerns. I welcome the opportunity to speak with you directly to gather additional information so the matter can be addressed quickly and appropriately. Please feel free to contact me at the number or email address listed above, or let me know if there is a convenient time for me to contact you. 
Sincerely,

_______________________________