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A customer satisfaction letter should include detailed information about the situation and the desired resolution, whether it's a commendation for an employee who went above and beyond, or replacement of a defective product. Feedback letters of this nature should be concise, as personnel may need to read through a large number on any given day. It is also important to make sure to provide contact information so the company can respond.
Whether an experience was positive or negative, it helps to provide as much information as possible including the date, time, and location of the event. The customer satisfaction letter should also detail the transaction that occurred, and name the staff members involved, if possible. Any other relevant information should be included so the company has a complete overview of what happened and who was involved.
In the case of a grievance letter where the desire is to complain about an issue and get a resolution, it can help to discuss what was done at the time. A customer satisfaction letter could indicate that the customer asked a supervisor for assistance, for example, or pointed out a problem with a defective repair to the repair person and did not receive a response. If the letter writer contacted anyone else at the company and did not get a satisfactory result, this should also be discussed.
Once the information is laid out in one to two paragraphs, the letter writer can include a paragraph to discuss what kind of resolution is desired. This might be a refund, a voucher, a repair, or another resolution. The customer satisfaction letter should not be unreasonable, but should make the goals of the customer clear. In a situation where a customer wants additional compensation, like replacement of an electrical component that failed because a surge protector didn't work correctly, the customer should provide documentation like receipts to back up that claim.
When a customer satisfaction letter expresses pleasure with the level of service, it can be helpful to offer a little bit of information about why the customer is pleased. This feedback may be relayed to the employee, and it can also be taken into account in employee training and company policies. If, for example, a cabin attendant made an airplane flight particularly enjoyable, it can help to know why, so the airline can recommend that other flight attendants follow suit.
At the end of the customer satisfaction letter, the writer can include contact information. If copies are sent to anyone else, this can be noted with a CC: and the contact information of other recipients. It is advisable to re-read the letter for any errors before sending, and it helps to keep the language neutral, as companies may disregard abusive or aggressive complaints.
@Grivusangel -- And a letter of complaint should be just as carefully worded. You need to keep your list of grievances short, or your letter is apt to be ignored. If your list could legitimately end with, "And your Mama dresses you funny," it's time to go back and edit. Just give the one or two most important points.
Don't threaten a lawsuit in the first letter. That will get it kicked to the legal department, and you'll never hear another word. Give the company a chance to make it right. If they don't, then you can escalate. But stay away from laundry lists and threats if you want someone who counts to take your complaint seriously.
A positive letter is usually easy to write. You just tell how the company or person exceeded your expectations, made an impression on you, made your day better, whatever.
Make sure you include the time and date, as well as the employee's name. Even if the employee just gets a "thank you" from management, that can make all the difference in someone's workday. We all need an occasional pat on the back, and recognizing good customer service is a good way to help that happen. And you never know – the employee might get a real benefit from it. Maybe a bonus or a day of paid vacation. Always pay it forward.
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