Dealing with a complaint

Most suppliers naturally wish to hear if customers have cause to complain. This is better than custom being lost and trade taken elsewhere. It also provides an opportunity to investigate, to explain, and to put things right. In this way good­will may be preserved. Receiving such complaints may also suggest ways in which the supplier's products or services could be improved. When dealing with dissatisfied customers remember the following rules:

(a) It is often said that the customer is always right. This may not always be the case but it is sound practice to assume that the customer may be right.

(b) Acknowledge a complaint promptly. If you are unable to reply fully, explain that it is being investigated and a full reply will be sent later.

(c) If the complaint is unreasonable, point this out politely and in a way that will not offend.

(d) If you are to blame, admit it readily, express regret and promise to put matters right.

(e) Never blame any of your staff; in the end you are responsible for their actions.

(f) Thank the customer for informing you about the matter.

COMPLAINTS CONCERNING GOODS

Complaint concerning wrong goods

If goods are received which are not of the kind or quality ordered then you are entitled to return them at the supplier's expense.

Complaint

Dear Sirs

Order number On 12 August I ordered 12 copies of Background Music by and date H Lowery under my order number FT567.

Reasons for On opening the parcel received this morning I found that it dissatisfaction contained 12 copies of History of Music by the same author. I

regret that I cannot keep these books as I have an adequate stock

already. I am therefore returning the books by parcel post for

immediate replacement, as I have several customers waiting for

them.

Action requested I trust you will credit my account with the invoiced value of the

returned copies including reimbursement for the postage cost of £ 17.90.

Yours faithfully

Reply

Dear Mr Ramsay

Express regret I was sorry to learn from your letter of 18 August that a

mistake occurred in dealing with your order.

Explain how This mistake is entirely our own and we apologise for the the mistake occurred inconvenience it is causing you. This occurred because of

staff

shortage during this unusually busy season and also the fact that these 2 books by Lowery have identical bindings.

Action taken to 12 copies of the correct title have been despatched by parcel rectify. the matter post today.

Your account will be credited with the invoiced value of the books and cost of return postage. Our credit note is enclosed.

A closing apology We apologise again for this mistake.

Yours sincerely

Complaint concerning quality

A buyer is entitled to reject goods which are not of the quality or description ordered. However, later deliveries may also not be accepted, even if the goods are correct