LETTER OF COMPLAINT
The letter is a communication that is used to convey information in writing by one party to another party. The letter is a sheet of paper written on behalf of the author's personal or on behalf of its position in the organization for various purposes.
One type of letter is a letter of complaint / letter of complaint. Letter of Claim / Complaint is a letter of notification to the seller or owner of goods that does not comply with the order and accompanied with the demands of the settlement.
Before we complain, we must know first know what our rights if we use the goods or services. Please note that the purpose of a complaint is not to vent emotions and our disappointments. Complaint aims to find solutions to the problems that we are facing. If the goods or services that we purchase was not satisfactory, the first thing to do is to lodge a complaint verbally to the operator in the field (teller, customer service, shopkeepers, etc.). Who knew they were receiving complaints orally.
Some principles made a complaint:
1. Concise and clear
The letter is long-winded and drawn out will immediately be thrown into the trash if the recipient was tired of reading. Assume that the letter is a letter last we read, so it must be concise and clear.
2. Weighted
Make sure that the reader will know that we really understand the problem. Use technical terms related to the products of goods / services. And of course use good language.
3. State the facts which is owned
These facts will support the solutions that we will get.
4. State constructively, if necessary, ask advice solutions
Whoever does not like to deal with negative statements. In addition, a negative statement does not reflect loyalty. The company would prefer to sacrifice time and energy to customers loyal than customers who are not loyal.
5. Show me the impression of friendly
The principle is simple: good will be rewarded with kindness. If a complaint we impress friends, then the party will also complain that we show friendly impression. Do not give out insults.
The things stated in the complaint :
1. The identity of the intended: company, job title and name of the office.
2. Transaction data
3. Problems, damages and costs of losses incurred. (The amount of the cost of loss must be expressed with honesty)
4. What we desire for this issue
5. Give deadlines, complete identity and how to contact us
6. What will be done if the letter of complaint was not responded until limit is exceeded deadline.
Structure complaint letter :
a. Part one : background
What were we need, what is the reason we choose the product or service, where to get the goods / services.
b. Part two : the problem
Cause : what do we do with the goods / services.
As a result : what is due to a breakdown of goods / services.
c. The third part: the solution
What we want from the seller of goods / services
d. Part four : warning (optional)
What would we do if a complaint is not satisfactorily addressed.
e. Closing : hope
What do we want after the company / seller to read this letter.
The letter is a communication that is used to convey information in writing by one party to another party. The letter is a sheet of paper written on behalf of the author's personal or on behalf of its position in the organization for various purposes.
One type of letter is a letter of complaint / letter of complaint. Letter of Claim / Complaint is a letter of notification to the seller or owner of goods that does not comply with the order and accompanied with the demands of the settlement.
Before we complain, we must know first know what our rights if we use the goods or services. Please note that the purpose of a complaint is not to vent emotions and our disappointments. Complaint aims to find solutions to the problems that we are facing. If the goods or services that we purchase was not satisfactory, the first thing to do is to lodge a complaint verbally to the operator in the field (teller, customer service, shopkeepers, etc.). Who knew they were receiving complaints orally.
Some principles made a complaint:
1. Concise and clear
The letter is long-winded and drawn out will immediately be thrown into the trash if the recipient was tired of reading. Assume that the letter is a letter last we read, so it must be concise and clear.
2. Weighted
Make sure that the reader will know that we really understand the problem. Use technical terms related to the products of goods / services. And of course use good language.
3. State the facts which is owned
These facts will support the solutions that we will get.
4. State constructively, if necessary, ask advice solutions
Whoever does not like to deal with negative statements. In addition, a negative statement does not reflect loyalty. The company would prefer to sacrifice time and energy to customers loyal than customers who are not loyal.
5. Show me the impression of friendly
The principle is simple: good will be rewarded with kindness. If a complaint we impress friends, then the party will also complain that we show friendly impression. Do not give out insults.
The things stated in the complaint :
1. The identity of the intended: company, job title and name of the office.
2. Transaction data
3. Problems, damages and costs of losses incurred. (The amount of the cost of loss must be expressed with honesty)
4. What we desire for this issue
5. Give deadlines, complete identity and how to contact us
6. What will be done if the letter of complaint was not responded until limit is exceeded deadline.
Structure complaint letter :
a. Part one : background
What were we need, what is the reason we choose the product or service, where to get the goods / services.
b. Part two : the problem
Cause : what do we do with the goods / services.
As a result : what is due to a breakdown of goods / services.
c. The third part: the solution
What we want from the seller of goods / services
d. Part four : warning (optional)
What would we do if a complaint is not satisfactorily addressed.
e. Closing : hope
What do we want after the company / seller to read this letter.
Sample Letter of Complaint
On Thursday, dated December 9, 2010 around 11:00 a customer came in Depok Gallery Indosat to complain that as from Wednesday, December 8, 2010, at 16:00 simcard IM3 her lose signal all of a sudden.
Customers are already switched to using some other phone but still it does not get a signal. He submitted the complaint to a man at the top customer service. But the question does not give a satisfactory answer to the question and keluhanya, and even spoke with a high tone and angry.
According to customer service, chances are smashed previous cell phone or always call in a state of charging. At that time the customers say never. And the customer is requesting another answer, but concerned instead responded with a high tone and not ignored.
Then the customer is told that he wanted to meet with the branch heads, managers or stakeholders who can answer all keluhanya. Customer Service said they could not meet with anyone because all the leaders were out. Customer is felt not satisfied and still want to get certainty whether the card can be replaced immediately because it is very necessary. He said that the replacement card must wait for one month duration. Customer asked again whether they could be accelerated given the business and abandoned their task when the card is not active. He did not even serve, and say that there are still many customers who must be served. And then a security guard opened the door and even indirectly drive to get out of the office.
Based on the above events, whether such a standard of public services in a telecommunications company that is famous? Instead of getting an answer, instead of chasing away the customer is not respectful.
After leaving office, suddenly someone came and took him to a room and bringing to a man who was team leader in these galleries.
He was listening to the problems and grievances and promised that the next card will be replaced. Although the card has been replaced but there are some things that really prop particularly bad problem to customer service. Customer service in particular is the person who first contacted to accommodate all the complaints from customers. So indirectly he is the one who gives good and bad effects on the company as viewed by the customer.
If services are poor, how the credibility of the company will look good in public. It seems perhaps trivial, but that details like these that must be considered for public service more attention again, especially concerning public rights of complaints and questions that people do not know. More companies should be able to explain in ways that better so that the problems could be more clear.
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