In today's world, we constantly have to interact with other people. This happens when you buy a product, order any services, fulfill your own obligations. Communication happens not only between individuals, but also legal entities. Unfortunately, not everything goes smoothly, so the disgruntled party has the right to write a claim in order to defend its rights. Upon receipt of such a sign of dissatisfaction from a client or business partner, the company must write an answer.
Typically, a response to a complaint is written in free form, and its style should be similar to the complaint itself. It must be addressed directly to the applicant. If the claim contains a mailing address, the answer is sent to him. The document is signed by the recipient. The content of the text should clearly make clear the position of the offender and from the very first lines indicate whether she agrees with the submitted complaints or not.
If the response to the claim agrees with the requirements of the claimant, then the recipient must satisfy the claim. The response should indicate whether the requirements will be fully satisfied or partially. Information should also be provided on the timing and procedure for meeting them. You can also ask the applicant for a delay if it is not possible to follow all the instructions at the moment.
We also allow the option when the recipient does not agree with the requirements of the applicant. Then the response to the claim should reflect his legal position. You can cite certain documents as evidence, for example, bank statements on the payment of debts. In some cases, you may not answer at all. Such silence will be regarded as an objection and refusal to fulfill certain obligations. But if the clause is specified in the contract that the absence of the counterparty’s response is considered consent, then silence will mean that the recipient agrees with the actions described in the claim.
The hardest thing is shopping. After all, they more often than anyone else have to write an answer to a customer’s claim. The latter may express his displeasure in the “Book of complaints”, send an e-mail to the company, write a complaint on a special site. Be that as it may, you need to respond to customer feedback in any case. The response period for a claim is usually no more than 10 days from the date of its receipt.
The response letter needs to be thought out very well so that it reassures and satisfies the dissatisfied customer, rather than pisses him off even more. You should never make excuses, let alone indicate that the buyer himself is guilty of what happened due to his carelessness or sluggishness. It must be remembered that this is a person who pays the company his money, which means that he is right in everything. Even one negative review left by an angry customer can alert more than a dozen potential buyers.
The response to the complaint must be in a polite and correct manner. If the complaint is fair, then you must immediately apologize to the applicant, thank him for the information provided, try to resolve his requirements. It is also worth informing the buyer about the measures taken that will help to avoid unpleasant moments in the future.