How to Reply to a Complaint Letter The Tactful Way

April 11, 2013

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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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Don’t Be Afraid to Write as You Speak!

February 6, 2012

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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How to Increase Readers’ Response in Any Sales Copy: Speak Your Audience’s Language

January 21, 2011

How to Increase Readers’ Response in Any Sales Copy: Speak Your Audience’s Language

When you are writing to elicit a response from a particular type of reader, it doesn’t always have to be in perfect, polished English. It depends on whom you are writing for.

If your readers belong to a specific group of people who understand only basic English, then keep the style of your writing as simple as possible. It wouldn’t make sense to use writing devices like metaphors or similes or clever wordplay, which would confuse your readers even more.

The best way to increase the number of responses to your ads is to understand what a certain market segment want to hear and say it to them.

What is the ideal tone of voice you should use to motivate health buffs? What sort of language would appeal to teenage rock music fans? What would move die-hard romantics to tears?

You can apply this writing technique, among a string of other response-pulling strategies as taught in the QuickStart Copywriter eBook, to any form of sales copy. It can be anything, from a Facebook Fan Page wall post or even a script for face-to-face selling.


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1-Minute Learning for Busy Copywriters: How a Simple Writing Technique Can Make a Powerful Impact on Your Readers

January 18, 2011

How a Simple Writing Technique Can Make a Powerful Impact on Your Readers

Whether it is for a speech, sales letter or email, pay attention to the final word in your sentence.

In copywriting, we call it the “hot spot” – the word that makes the biggest impact on readers. So keep it for powerful words.

Instead of:

You will feel refreshed when you use XYZ brand of body foam.

Say:

XYZ brand of body foam leaves your skin feeling clean and refreshed!

Instead of:

You’ll learn how to dress to impress when you read this article

Say:

This article will teach you how to dress to impress!


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Improve Your Business Email Writing Skills: How to Build Rapport through Email

January 10, 2011

In a face-to-face scenario, it’s easier to build personal rapport because a real person can be seen and heard. It’s also easier to communicate over the telephone because you can hear the tone of the voice used without having to see the person at the other end of the conversation.

But on email, you don’t have either of these advantages, so it’s important to learn writing techniques that can help you create rapport with your readers, customers and colleagues.

Here are some email writing techniques you can use.

Engage your reader by using positive affirmations

In general, everyone loves reading messages that bring a smile to their faces. With this rule in mind, always be warm and friendly in your opening. Use positive affirmations where appropriate.

Here are some examples:

  • Thank you for taking the time to meet up with us earlier this afternoon. It gave us a good opportunity to learn more about the new project.
  • Thanks for calling me today. It was nice of you to clarify this issue with me personally.
  • I’m so happy to hear this good news from you! You’ve worked really hard the past few months and I think you deserved to win the “Best Staff of the Month” award. Congratulations!

Be personal, write with emotion and empathy

Emotive and sensory words add texture and dimension to every message that you write. But most people (office managers especially) are so keen to get straight to the point that they often sound rude, authoritative and even offensive.

Remember that people typically respond better to positive language and messages that sound personal. For example:

  • Let me know what are some of the questions you have. I’ll help you sort out this problem.
  • I appreciate your understanding in trying to resolve this issue.
  • I hope I can help you solve this problem very soon.
  • I understand your concern. I’m always here to help. Please call me.
  • What are some of your concerns? I’ll be most happy to help you out.
All these topics and more are also covered in the QuickStart Copywriter ebook.

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