Tulisan 5

A Letter Of Complaint

Ø Kind of Letter of complaint

-          Full block style

-          Semi full block style

Ø  Description

A letter of complaint is usually written as a follow-up to a verbal conversation to someone who has not responded to the complaint. It is used to keep a written record of your complaint. In addition, more than one person might be the recipient of the letter. For example if you are dealing with a situation where you had unsatisfactory car repairs done on your car by a franchise dealership, you might write to the franchisee AND to the Head Office.

Ø  As in most business letters, the Full Block style of letter is used. It includes:

· All lines begin at the left margin and

· A blank line is left between each paragraph

Ø  Format of complaint letter full block style

-       Head of letter

-       Type your name, address and contact information at the top of the letter.

-       Write the date

-       Destination address

-       write your greeting. If possible, the complaint should be addressed to a specific person or department.

-       In the first paragraph with a positive remark that explains how much you normally enjoy the company's products or services. Include why you have been satisfied with the company, product or service.

-       Introduce your complaint in the second paragraph. Keep the information general. State that you understand that problems can occur or that the company cannot control actions of individual employees.

-       Continue the second paragraph with the precise description of your complaint. Explain your problem and the solution you expect the company to provide, such as a refund or replacement product.

-       Reiterate your satisfaction with the company, product or service in the final paragraph. Explain that you are a loyal customer and hope to remain so. Give a reason why the company should address your complaint, such as maintaining a loyal customer who can recommend the company to others. Express gratitude in advance for any assistance provided to help resolve the issue.

-       Write a professional closing, e.g., "Sincerely," or "Attentively,." Leave a few blank lines, so you can include a hand-written signature, and type your name.

-          Read your complaint letter. Each paragraph should consist of a few, short sentences. Make sure the complaint letter is not rude or overly harsh. You may get better results if you send a professional and positive letter. Remember to sign your letter.

Ø  Effective complaints letters (and any other way of complaining) should be:

·         concise

·         authoritative

·         factual

·         constructive

·         friendly

Imagine you are the person receiving customers' letters of complaints. This helps you realise that the person reading your letter is a real human being with feelings, trying to do their job to the best of their abilities. Your letter should encourage them to respond positively and helpfully to the complaint. No matter how mad you feel, aggression and confrontation does not encourage a helpful reaction to complaints.

Good complaints letters with the above features tend to produce better outcomes:

·         Concise letters can be understood quickly.

·         Authoritative letters - letters that are well written and professionally presented - have more credibility and are taken more seriously.

·         Factual letters enable the reader to see immediately the relevant details, dates, requirements, etc., and to justify action to resolve the complaint.

·         Constructive letters - with positive statements, suggesting positive actions - encourage action and quicker decisions.

• Friendly letters - with a considerate, cooperative and complimentary tone - are prioritised because the reader responds positively to the writer and wants to help.