How to Reply to a Complaint Letter The Tactful Way

In my previous blog post, I shared with you crucial pointers on how you can write a letter of complaint that is more likely to have your problem solved.

On the other side of the fence, it is also just as important to write a tactful reply to restore customer confidence and goodwill.

If you are a customer service officer or manager, here are 2 handy templates you could use to thank your customers for writing in and to reassure them of your sincerity to rectify the situation.

Sample Response to a Complaint Letter 1- Download Now!

Sample Response to a Complaint Letter 2 – Download Now!

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How to Write a Letter of Complaint for Poor Service

No matter how good our intentions and efforts, there will be occasions when it is necessary to make a complaint.

One of the most common complaints involve reporting about poor customer service. Naturally, when you have a genuine complaint you will feel upset and tend to use offensive language in your letter. But I strongly urge you to show restraint in your letter, otherwise it would create ill-feeling and cause the other party to be unwilling to help you.

You will gain nothing by being insulting. In fact, you are much more likely to get what you want by being courteous and respectful.

Here’s a sample of a letter of complaint written in a respectful tone and gives clear indication of the reason for dissatisfaction. It also provides all the details for the other party to investigate the matter.

Complaint Letter Template – Download Now!

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1-Minute Copywriting Tip: Give Your Email Open Rates a Dramatic Boost With These Top 10 Email Subject Lines

1. <Recipient’s Name>, see you on Friday? (Replace Friday with the day that’s relevant to your email marketing campaign)

2. I haven’t got your reply yet, <Recipient’s Name>

3. I’m giving away <…>

4. Just curious, did you get my email?

5. I like you

6. Can you help me, please?

7. Do you suffer from <…>?

8. Fwd: Private invitation

9. I need to share with you something important

10. So easy even Grandma can do this…

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QuickStart Copywriting Checklist (Free PDF Download)

I value all my readers and I love to reward them with gifts in appreciation for their support towards my blog.

The gift I’m giving away is a Copywriting Checklist that I know you’ll appreciate (I spent several sleepless nights and invested plenty of tender loving care developing it).

As you know, there are so many important details to consider when writing a sales page or a marketing email. Sometimes, we tend to forget something as we rush to meet deadlines and do our best to get the job done properly at the same time.

Has that ever happened to you?

That’s why I love checklists. They keep me from forgetting to include all the important details in my sales copy and I’m sure you won’t
forget them too!

Just click the image below to download your copywriting checklist (yes, it’s free!). It’s in a PDF format that you can print and use right away. Stick it on your office wall if you’d like!

Meanwhile, here’s a quick note that I might be raising the price of my ebook as the weeks go by. Many of my readers have emailed me to ask how I am still able to keep my blog business viable since I’m offering my ebook at such a low price. They feel that I should make it available at a higher price since the value they’re getting out of my contents are worth so much more than the amount they invest.

I’m still considering their feedback, but as it stands now, it’s still available at just $9.97

Go ahead and get your copy here.

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Don’t Be Afraid to Write as You Speak!

I often find it amusing when I read my emails.

It almost always starts off with “Dear Marc”, and then goes on with “Please find herewith…” or “Kindly be advised..”

I find that amusing because not only does it sound old-fashioned and boring, they are just not written in the language that people speak.

Do you feel the same way too?

In modern sales writing, it is important that your messages are the same as what you would say to your readers if you were speaking to them face-to-face. If you were talking to somebody in person, you wouldn’t use words like “Dear Sir” or “Please be advised” would you?

Let’s say you want to invite somebody out on a date. Can you imagine going up to that person and saying “Dear Michelle, I would kindly like to invite you to a seafood restaurant tonight. It is a very famous restaurant located in town. Please kindly RSVP. “

You wouldn’t say it would you?

In fact, you are far more likely to say something like this, “Hey Michelle, there’s this new restaurant in town that’s famous for its amazing seafood! Why don’t we go try it out?”

See the difference in the emotions? One is written in the way that WE would speak, while the other is written in the way that our great-grandparents were taught to write in school.

In copywriting, it’s all about the results. Sometimes it doesn’t really matter if you write in perfect English or grammar as long as you achieve these 3 things:

• Did you get your intended message across?
• Was it interesting (and FUN) for other people to read?
• Was it written in a conversational tone that you would normally say face-to-face with a friend?

Learn even more advanced copywriting techniques from my QuickStart Copywriter ebook. Get it here (still) at the special price of just US$9.97 >>

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Copywriting Case Example: What a Poorly Converting Sales Email Looks Like and How to Improve Customer Response Rate

This morning, I was assigned to review a poorly-converting email written by a business associate.

I thought it would be an excellent case study and decided to share it with you.

The goal of the email is to invite prospects to register for a Forex coaching program organized by a reputable trading firm. The problem? NOT A SINGLE SOUL signed up, even though the email was successfully delivered and opened by a total of 16,800 people in the mailing list.

Here’s what the email said:

Hello Marc,

Have you ever considered a career as a private trader?

Did you know many private Foreign Exchange traders take home £100k to £2m per annum, with some traders starting with less than £10k in their trading accounts?

ACME is one of the world’s Largest Foreign Exchange Company and is running some completely free workshops to show you how you can get started, regardless as to whether you choose to trade full time or part-time as a positive addition to your income.

Click here for more info.

What do think is wrong with the email? Why do you think it’s converting poorly?

While the copy can dramatically be improved (more of which is discussed in the eBook, QuickStart Copywriter, in Section 8: Examples of Sales Writing that Work and Section 13: How to Craft Persuasive Body Copy), the biggest problem here is that there is no real urgency or call to action. In my professional opinion, “Click here for more info” is not compelling enough for me to click the link.

I would tell my readers a little more about the benefits they will discover when they click the link or say something like “Confirm your seat now and get a 50-page report revealing insider secrets from the world’s highest paid Forex traders!” or some other offer that will entice people to click on the link.

Remember, the better your call to action, the higher your chances of getting your links opened by your readers – And making a sale!

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Common Work Email Mistake That Even CEOs Make

Today, I’d like to share a valuable tip that could only come with the practical experience of dealing with dozens of emails everyday.

I don’t know about you, but many of the people I’ve worked with including Sales Managers, Marketing Directors, and even CEOs, aren’t aware of a small BUT fatal email marketing mistake that’s killing their chances of closing an important business deal.

That fatal mistake is sending emails with contents that have been written in Microsoft Word.

You might be wondering, “What’s wrong with that?”

Well, see what happens when you do that (You may have to click to enlarge the image for a better view):

Notice the wierd looking symbols? (�)

That happens because email software such as Outlook, and sometimes Gmail, aren’t able to properly read certain characters from Microsoft Word. Those characters include punctuation marks such as hyphens (-), single apostrophes (‘) and double apostrophes (“).

Imagine receiving an email riddled with funny symbols. What would your first impression be? Believe me, unless you personally know the recipient, most people wouldn’t even bother to highlight you to the mistake and would simply delete your email – and that could cost you not just a sale, but the image and credibility of your company.

So never send emails with contents that have been written in Microsoft Word. Make sure your contents are always set to plain text and always send a test email so you can correct any embarrassing errors before your clients discover them. 

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