Many of you will have an opportunity to write a follow-up email after having received a complaint from a customer. You will need to have it be a professional and courteous email. I will explain and show you by examples what your email should look like.
A complaint follow-up email is an email to the complaining customer which acknowledges their complaint has been received and handled by the company. It is a chance to tell the customers courteously that they were heard and the company has taken steps to rectify the matter.
When you write it, make sure it is a courteous email that is formatted in formal tone. Most business emails are written in block format. You the writer of the email have the address of the customer and his/her name. Make sure to include a “re” line. A “re” line looks like this:
Re: Described Problem or Re: [Complaint: 12345] Your Company Name
Some actually do both the above “re” line and restate the problem in the first paragraph of the email. It is always good to restate the problem being discussed after it was resolved. Then you explain what you, being the company, did to resolve the complaint. Be brief but courteous and explain to them what happened.
I called customer service and we reviewed your order and the date it was sent out. I called up the warehouse where it was packed and had it verified who handled the package there and what happened in transport. We found out it was damaged in transit and are sorry for the state the package arrived at your doorstep. We will be happy to send you a new package to arrive shortly.
This is a good explanation of what you did to help resolve the problem. You then close the email with the following:
I hope that I have resolved this problem to your satisfaction. If not, then please contact me back at this number: 800-555-1212.
Or some other similar language.
Some Tips for Writing a Good Follow-Up Email:
- Restate the problem exactly as the customer said it to you. It is always best to use the customer’s words.
- Explain clearly and concisely what you did to resolve the problem.
Include mention of a survey to follow up with the customer after they receive this email as a way to check your interaction with them. It is also used to monitor customer approval for the company.
Please don’t hesitate to download our templates for your Follow-Up Email to the customer after the complaint.
Sample Follow-Up Email for Customer’s Complaint