Wishes and Messages

Letter bad model

  1. Home
  2. Wedding Anniversary Wishes
  3. Letter bad model
Letter bad model
April 14, 2019 Wedding Anniversary Wishes 5 comments

We take a look at how to put together a great customer service letter, giving examples to bring best The Original Letter (The Bad Example).

You need a perfect cover letter.

 

Why?

 

Because it’s your best chance to stand out from the crowd of candidates who think a generic cover letter will do.

 

It won’t.

 

Cover letters are of great importance to hiring managers.

 

And whether or not you get the job depends solely on their final decision.

 

“Forget all the others, let's hire this one!”

 

You want your cover letter to bring this response from your hiring manager. The good news?

 

You need only 10 minutes to learn how to write a cover letter for a job that lands you any gig you set your sights on.

 

Read on and you’ll find:

  • A perfect cover letter sample you can copy, adjust, and use.
  • How to write a job-winning cover letter in less than 10 minutes.
  • Simple techniques to make your cover letter the best one in the pile.
  • How to give employers exactly what they want in your job cover letter.

 

 Create a cover letter that matches the design of your resume—pick from 18 professional templates and get a powerful resume + cover letter combo now.

Create my cover letter now

 

First, let’s get the basics clear:

 

What is a cover letter for a resume?

 

A is a document you send along with your resume that shows your qualifications and explains your motivation to join the company (hence it’s sometimes called a motivation letter).

 

Now, let’s see a pitch-perfect cover letter example.

 

Sample Cover Letter You Can Copy and Use

 

1. Heading

 

Jennifer Amato

Customer Service Specialist

89 Westfield Road

Anytown, CA 92301

552-993-0888

[email protected]

linkedin.com/in/jenny-amato

 

Anytown, 1/10/2019

 

Mr. James Stipe

Head of Product

ABC Bank

3015 Round Table Drive

Anytown, CA 90544

 

2. Salutation

 

Dear James,

 

3. The Main Body

 

An Opening Paragraph That Gets Attention

 

When I found the opening for the Senior Customer Service Specialist with ABC Bank I felt as if it was addressed to me, personally. In my current position as CSR at Acme Corp, I’ve boosted customer retention by 37% in 9 months and raised the mean NPS from 7.9 to 8.8. I’m sure my expertise can translate into similar results for ABC.

 

Central Paragraph: Why You’re the Perfect Candidate

 

I realize that the major upcoming challenge for your Customer Service Team will be to assist other teams in launching the new AI-based platform for Personal Internet Banking. While working at Acme, I’ve planned and supervised online and phone surveys prior to the redesign of our home page. Collaborating with colleagues in a cross-departmental project team of customer service reps, data analysts, and software developers, we’ve designed a consumer-insight-driven product that finally met the varying needs of Acme’s customers.

 

Closing Paragraph: Why You Want In

 

I love that your Customer Service Team operates with one goal in mind only: to maximize the business opportunities by finding and implementing tailor-made solutions for all customers. It perfectly reflects my core professional value: the drive to connect every customer with personalized support at every step of their consumer life journey.

 

4. Call to Action

 

When can we schedule a call to discuss solutions for boosting ABC’s Customer Satisfaction Scores by 20% in the next Fiscal Year?

 

5. Formal Closing

 

Professional Sign-Off

 

Thank you,

 

Jennifer Amato

 

552-993-0888

[email protected]

linkedin.com/in/jenny-amato

 

The PS

 

P.S.—I’d also value the opportunity to tell you how I raised my team’s customer experience phone survey ratings by 48% above the company average.

 

That’s a killer cover letter example, right?

 

Think writing an equally good one is grueling? Nope. It’s super easy.

 

All boils down to using a good cover letter template that:

  • Showcases your best strengths, and...
  • Gives your future employers exactly what they want.

 

If you need a cover letter guide for less experienced candidates, see: How to Write a Cover Letter with No Work Experience

 

Here’s a breakdown of how to write a cover letter quick and easy:

 

1. Start with Creating a Professional Cover Letter Heading

 

Nightmare time.

 

The hiring manager loved your cover letter. But—

 

You never landed the interview. You forgot to add a cover letter heading. No one knew how to reach you.

 

Don’t let this bad dream come true.

 

Before you start writing, create a cover letter heading with:

  • Your names, professional title, and contact info.
  • City and date: no longer a must but it will add a professional touch if your cover letter is addressed to a more conservative company.
  • The addressee's details.

Expert Hint: Double check to make sure your cover letter contact details are consistent with your resume.

If you need to know more about cover letter formatting (fonts, line spacing, alignment, and more) see: The Only Proper Formal Cover Letter Format

 

2. Use a Proper Salutation in Your Cover Letter

 

The question a lot of candidates ask:

 

How to address a cover letter?

 

Address your cover letter directly to the hiring manager who’ll read it. Use “Dear” followed by:

  • Their first name only if you’re applying to a company with a relaxed culture.
  • Mr./Ms. and their last name if eyeing a stiff corporate job.

 

Cover Letter Examples: Salutations

Expert Hint: If your hiring manager is a woman and you’re not 100% sure about her marital status, don’t risk being rude by guessing whether it’s “Miss” or “Mrs.” Go with the universal “Ms.”

Don’t know who to address your resume cover letter to? Find out!

  • Check if the name is included in the job listing.
  • Try to find the head of your future department on LinkedIn and other networking sites.
  • Research the company website.
  • Try googling “[Company Name] [Department Name] + manager / team leader / lead”
  • Call the company and ask the receptionist who the decision maker is.

 

All failed?

 

You’ll need to write a so-called “To Whom It May Concern” cover letter.

 

The trick?

 

Don’t actually start a cover letter with “To Whom It May Concern.” Instead, write:

  • “Dear Hiring Manager,”
  • “Dear [XYZ Team] Manager.”

 

It’s far from perfect but still way better than the old-school “Dear Sir or Madam.”

 

3. Get Attention, Sell Yourself, Say Why You Want In—Three Key Steps to Writing the Best Cover Letter

 

Heading and salutation—done. Time for the dreaded part. Selling yourself without coming off awkward.

 

Scary, right?

 

Wrong.

 

Here’s an easy step-by-step formula you should use.

 

The three-paragraph cover letter format:

 

  • Start your cover letter with “the hook.” Tell a quick story that shows how impressive your skills are.
  • Make an offer. Emphasize how your expertise will benefit the company.
  • Explain your motivation to join them so that the hiring manager will know you’ll be likely to stay at the job longer.

 

Now, if there’s one thing I want you to remember after reading this guide, it’s this:

 

Personalize every cover letter you send.

 

If you came here to learn how to write a generic job cover letter you’ll include with every application you send out...

 

You might as well leave now.

 

Seriously. No cover letter is better than an impersonal one.

 

Let’s go back to our main cover letter example.

 

Our candidate, Jennifer is applying for a Senior Customer Service Specialist position with The ABC Bank.

 

Her prospective employer has specific plans: they’re launching a new AI-based, customized platform for personal internet banking. This means they need:

  • A skilled Customer Service Specialist, obviously.
  • Someone experienced in developing customer surveys to analyze insights.
  • An employee good at collaboration with members from other teams.
  • A Customer Service pro passionate about creating tailor-made customer solutions.

 

Here’s how Jennifer managed to show that she’s 1, 2, 3, and 4:

 

Cover Letter Examples: First Paragraph

Years of experience don’t matter. They’ll count them on your resume anyway. Don’t tell who you are. Prove how good your work has been.

 

Cover Letter Examples: Second Paragraph

The only message this one conveys? “I’m a Customer Service Rep.” Yeah, we know, just like 350 others who’ve applied, so what?

Expert Hint: If you want to save space in this paragraph, you can use bullet points to outline how your expertise matches the job offer.

Cover Letter Examples: Closing Paragraph

Needy as hell and not even flattering.

 

The whole thing screams: “I’VE ALREADY COPY-PASTED THIS A MILLION TIMES.”

 

See, Jennifer managed to show how exceptionally qualified she is for the position in three short paragraphs. All it took was to identify what’s expected of her and give tangible proof she’s got it all.

 

Remember—always seal your cover letter with a KISS: Keep It Short & Simple.

 

Speaking of which…

 

How long should a cover letter be?

 

  • 250–300 words for experienced candidates.
  • Entry-level cover letters should stay within 200 words.

Expert Hint: This study suggests it’s crucial you use your cover letter to highlight what doesn’t rise to the surface in your resume. Other candidates might have similar experience. Expand on details that make you special for this position.

Done with writing the cover letter main body? Congratulations. Let’s finish with a bang:

 

4. Add an Engaging Call to Action to Your Cover Letter

 

“Tom, make sure we interview this one by the end of the week.”

 

That’s what the hiring manager will tell his PA after reading your cover letter call to action.

 

Here’s how to nail it:

  • Reiterate your offer and directly ask them to reach out.
  • Gently remind them that you won’t be be available forever.
  • Don’t write the overused phrase “Thank you for your time and attention.”

 

Cover Letter Examples: Call to Action

That one’s more like a call to fall asleep over yet another identically-phrased cover letter.

 

And while we’re at phrasing, here's a cover letter writing tip you need to remember: your word choice matters. Avoid jargon and overused, meaningless corporate phrases. Just to give you an idea of what I mean:

 

What Words to Avoid in Your Cover Letter

 

The guidelines from the official US Plain Language Network list these phrases as the worst and most commonly overused in the business jargon:

  • Thinking outside the box
  • Value added
  • Best practice
  • At the end of the day
  • For all intents and purposes
  • Touch base
  • Quite frankly
  • Truth be told
  • Integrating quality solutions
  • Promoting an informed and inclusive multicultural society

 

5. End Your Cover Letter with a Professional Formal Closing

 

Put a formal closing below the contents of your cover letter.

 

Cover Letter Template: Ending

 

  1. A “Sincerely” or “Thank you” synonym.
  2. Your full name: a copy of your handwritten signature will be a good idea.
  3. Basic contact details: phone number, email, LinkedIn profile.
  4. Optionally, a “PS” where you showcase your most impressive achievement.

 

Sample Cover Letter Ending

Dear. Letter of demand – outstanding payment. I am writing in reference to and payment not being received.

Bad Cover Letter Examples: How To Fix Those Annoying Mistakes

letter bad model

Sample Complaint Letter for Bad Service

Dear Mr. Hamilton I have been a loyal customer of your stores for the past 5 years, I have time and again received great service at your mart which is one of the main reasons I shop at your store. But to my surprise, on the date of 23rd August, 2010, I was at the receiving end of some very poor service at your mart. On the said date, I made the purchase of my weekly groceries, and headed towards the cash counter to pay for them. The person sitting at the counter, who was wearing the name tag of Jen, was talking on her cell phone. When I asked her to make the bill, she said she would do it in 5 minutes, and resumed her conversation on the phone. After a good 10 minutes, she started with her work and did it very slowly. The bill, apparently totalled up to more than I expected, so I asked her to recheck it. Instead, she talked to me very rudely, and told me that if I did not like the prices, I could take my business elsewhere. I was appalled at such behaviour, and have a good mind to take my business elsewhere as suggested. I hope you would look into the matter, and make sure such an incident is not repeated. Your company has been known to provide good services, and such events tarnish the company name, so please address this issue soon. Thank you for your co-operation. Sincere Regards, Timothy Stark

The wrong and right kind of complaint letter


The wrong kind of letter

In the following letter some of the words are in bold. Read below the letter to find out why the highlighted words are incorrectly written, which will help you to avoid common mistakes. Dear Sir, I am really very disappointed by your shop. I recently bought a sofa and it just was not right. It was terribly made and a complete waste of money. When I went back to complain, a shop assistant was very rude to me and she said she couldn't deal with the complaint there and then. She said I should write to the manager. I think that I am entitled to my money back, so what I want is a full refund or if you cannot manage that, a credit note for the full ammount. I also want an apology, plus an explanation of why I was treated so badly.
Thank you for your attention. Sorry to bring this matter up. Yours sincerely, A Citizen

Guidelines

The Manager: always write to people by name. Always ask for peoples' names and proper positions, and find out who they report to. Disappointed: avoid general condemnation - much as it might be deserved. Shop assistant: be more specific if you're going to complain about a member of staff. Find out their name or give a very full description. Rude: in general it's best not to make personal complaints unless somebody really did behave extremely badly, for example, by making sexist or racist remarks. Think: never 'think'. Find out what your rights are - and then state them, if necessary by referring to the appropriate laws. There are really only two consumer laws that are worth occasionally quoting: the Sale of Goods Act and the Supply of Goods & Services Act (1982). The Sale of Goods Act states that every product sold by a shop must be of 'satisfactory quality', 'as described' and 'fit for its purpose', if not, and prompt action is taken, people are entitled to a full refund. Otherwise, consumers are first and foremost entitled to repair or replacement goods. If for some reason these remedies are inappropriate then consumers are entitled to a suitable price reduction or a refund (which takes account of wear and tear). The Supply of Goods & Services Act 1982 (common law in Scotland) states that a service must be done to a reasonable standard, and must be done at a reasonable cost and within a reasonable time if price and timing haven't been made explicit. Manage: a supplier must be given the chance to make good the problem. If they can't do this, another supplier can be called in and the cost deducted from the original bill. Either of these laws could be quoted in a letter but it may be best just to leave things general by using the phrase 'under consumer law, I am entitled to..'. Decide what you want, for example, a refund, repair or replacement goods. If you want a full refund for the faulty goods you must act quickly. Ammount: do check spelling (amount not 'ammount'). Wrongly spelled words always make a complaint less forceful. Want: much as it might be tempting to do so, never ask for an apology or an explanation. For some reason, businesses find it difficult to provide this, probably because the person dealing with your complaint is unlikely to be the person who caused you trouble in the first place. Sorry: never apologise yourself. Complaining to a business (when it's justified) is doing that business a favour. It's called market research. Finally, albeit a small point, if you address a lette34r to say 'Dear Sir, you should always conclude it with 'Yours faithfully'. 'Yours sincerely' should only be used when you address a letter to a named person.

The right kind of letter

Here is an example of a correctly written letter. You may wish to use it as a template for your own complaint. You can find explanations for the words in bold below. Dear Ms In charge, I recently bought ...(give a precise description of what you bought, including colour, model and price) in your shop in Smalltown. When I tried to use this item, I discovered that... (say what went wrong and what the product did not do). I went back to your shop and the shop assistant, Steve Helpful, said that complaints were dealt with by your department. I have... (say what evidence you have got) I would like you to... (tell them exactly what you want) I believe I am entitled to this under consumer law. I look forward to your reply within 14 days and hope this matter can be sorted out quickly. Yours sincerely, Jane Citizen
Guidelines

Dear Ms In charge: if the person you're writing to is female try and find out if they're Mrs, Miss or Ms. If you don't know, it's probably best to use 'Ms'. I have: a receipt is useful, although not essential if you can otherwise prove you bought an item in a shop (for example, by a credit card bill). You'll also need a copy of any description made about a product if you're claiming it's not like its advert. But never send them the original evidence. Keep it safe and keep a copy. I would like you to: if you act quickly you're entitled to reject faulty goods and get a full refund. Otherwise you're entitled to have problem goods repaired or replaced. If for some reason these remedies are inappropriate, then you're entitled to a price reduction or refund (which takes into account wear and tear of the goods). I believe I am entitled: unless you're really sure about particular laws, it's best just to hint that you know what your legal rights are and will use them if they don't make a reasonable response. Reply within 14 days: give them a deadline - 14 days is usually about right. Make a note in your diary, so that you can follow up the matter if you don't hear within the time stated. Jane Citizen: unless you really are concerned about your personal safety, try and give your full name and telephone number. The sooner you start communicating using first names, the sooner your complaint will be sorted out. It makes everything much more pleasant.

sample suggestion letter to management
Hiring freeze memo
letter of request for loan approval
What is the meaning of inverted commas
how to not be afraid of love
Winner announcement sample
letter to discontinue services
Sample invite letters

Business Letter Format: Templates, Examples, & Writing Guide

letter bad model

We take a look at how to put together a great customer service letter, giving examples to bring best practice to life.

The Four-Part Approach

Here is a four-step approach to help improve customer service letters, as recommended by Fran Fish of Mazaru.

1. Clear

Use simple, plain English. No jargon. Use headings and bullet points, so that the content is easy to follow and read.

2. Credible

Make sure there are no typos and all the provided information is “correct”. But the letter should also look and read the part – it should “look and sound like your brand.”

3. Answered

Answer all the questions that have been asked (and any that may come after). Get to the point quickly, as that’s the best way to reduce frustration and repeat contacts.

4. Tone

Using the right tone, that fits the reader (or customer) and the reason you’re contacting them. We expect the tone used in an apology letter to be different from the tone used in a special-offer email.

Fran also recommends that you “keep it personal and human and consider if a letter or email is really the right medium. Sometimes a quick, good-old-fashioned call works best.”

Keep it personal and human and consider if a letter or email is really the right medium. Sometimes a quick, good-old-fashioned call works best.

Fran Fish

Remember, while in most cases it is good to stick to a customer’s channel preference, it is sometimes best to pick up the phone. For example, if the customer has sent three or more letters over an issue, it might be best to pick up the phone to nip any rising customer frustration in the bud.

An Example of How to Use This Four-Stage Approach

As an example of how this four-part approach can be made actionable, below are two examples of customer service letters that were written by a car insurance company in response to the same customer query.

The first response is how the company originally thought of replying to the customer, following their old procedures. The second example is a rewrite of the first, which was created under the guidance of the four-stage approach.

The letters are responses to a customer query which asked: “Am I covered if my kids’ laptops get stolen out of the car while I’m holiday?” The customer’s query letter was signed off with both their first and last name.

The Original Letter (The Bad Example)

Dear Mr [SURNAME]Thank you for your enquiry.

We apologise for the delay in our response.

Personal Belongings cover is provided for the loss of or damage to (some) personal effects while in or on the insured car.

The insured must take reasonable care of the property and this does not extend to money, credit or debit cards. The cover is also not provided for soft-top/open cars. The amount payable will be shown on the Policy Schedule. This covers you up to £300 per claim.

I hope this answers your query.

Yours sincerely,

The Rewritten Letter (The Good Example)

Hi [First name],Thanks for getting in touch about your kids’ iPads. Sorry it’s taken me a little longer to reply.

If the iPads were stolen from your car we’d cover up to £300 of their value.

Tip: It’s worth checking to see if your home insurance will cover a higher value.

Just so you know, if the worst does happen (and you want to make a claim), we’ll need you to have taken ‘reasonable care of the property’. That means:

  • lock the doors, boot and roof box,
  • close the roof and the windows,
  • take your car keys with you and
  • put the iPads out of sight in the glove compartment, boot or roof box when you leave the car.

I also need to tell you that we don’t cover theft from open and soft-top cars. You’ll find more information about what is and isn’t covered in our Policy Schedule online.

If you decide to take out insurance with us, the fastest and easiest way is to apply online.

If there’s anything else I can help you with, please let me know.

Have a great holiday!

How Has the Letter Been Adapted for the Better?

Fran Fish takes us through how the rewrite is an improvement in terms of the “clear, credible, answered and tone criteria”.

Clear

  • Gets to the point quickly
  • Meets and matches the customer’s needs
  • ‘Easiest way is to apply online’ – influences customer’s choice of service channel
  • Uses bullets to lay out information in easy-to-read format

Credible

  • Includes insurance detail – demonstrates knowledge and expertise
  • ‘Tip’ gives insurance options – builds trust

Answered

  • Addresses the customer’s query first ‘we’d cover up to £300 of their value
  • Less effort for the customer – no need to go digging around for the Policy Schedule

Tone

  • Fits the nature of the query
  • Empathetic and personal tone used

How Did Switching to the Four-Stage Approach Benefit the Car Insurance Company?

Mazaru and independent researchers ICM shared both car insurance letter examples with 2,000 consumers. The consumers were asked to share preferences and ‘next actions’, when comparing the two letters.

The results suggested that the car insurance company could benefit in each of the following ways by permanently switching to the style of the rewrite:

  • Less overall contact – 19% fewer consumers said they’d need to get more information
  • Sales enquiries increased – 24% more consumers said they’d go on and ask for a quote
  • Satisfaction scores increased – 27% more rated their customer satisfaction of the response ‘high’, i.e. 7–10 out of 10
  • Channel shift increased – 9% more consumers said they’d go online to get a quote
  • Advocacy / NPS increased – 22% more said they would go on and recommend the insurer to friends or family

A Template Example of a Good Customer Service Letter

After reviewing the great results of the rewritten customer service letter, we wanted to create a template for a customer letter that was clear, credible, answered and used the correct tone.

So, we went back to Fran Fish, who provided us with the following:

[title last name/first name],[Title]

[Company Name]

[Street Address]

[Zip/postcode]

 

[Date]

 

Subject of letter (not too formal, be clear)

References

Dear [title last name/first name],

If it’s a reply, say thanks for getting in touch about [topic].

Get straight to the point

What does the customer want to know? Why have you sent them this letter? If it’s an apology, then say sorry here.

Keep the reader’s attention

Break up long chunks of text into short sentences.

Stick to one idea per paragraph/sentence. This helps to keep things clear.

Rather than long lists, use bullets – remembering:

  • Write
  • In your
  • Tone of voice

Final details, call to action

Give the customer the info they need. Tell them what they should do and give them everything they need to do it.

For further reassurance

Please let us know if you need anything else. Let them know the best way to get information online or how to contact (and when).
E.g. You can email us at [address] or give us a call on [number]. We’re here Monday to Friday, from 8am to 5pm.

Kind regards,

Advisor’s own name

While many may question the use of templates, this example will help the contact centre to create a framework to make communication easier for advisors across all channels. It provides an easy-to-follow structure, while giving guidelines on where to personalise the response.

Templates do have their value, as Fran tells us: “They just need to be really well constructed, form part of an overall framework and be supported by training and QA (Quality Assurance). It’s when templates are created arbitrarily and aren’t updated that they become a challenge.”

Templates just need to be really well constructed, form part of an overall framework and be supported by training and QA (Quality Assurance).

Fran Fish

So, when we advise you to use a template, it is better to present guidelines in a structure like the example above. Avoid templates with most of the wording already filled out, which advisors are asked to: “[INSERT NAME]” or “[INERT LOCATION]”.

The 10 Keys to a Great Customer Service Letter

We have come up with a list of letter-writing tips to be shared with advisors alongside the template highlighted above.

1. Start by Saying “Thank You”

Your customers don’t have to shop with you. Acknowledging this is a great start to the conversation. Straight after the thank you is given, get into the “meat” of the conversation by answering all the points in order of importance to the customer.

After the initial thank you, it doesn’t hurt to continue to stress that “your business is very much appreciated”. As a customer, you don’t feel like you are being taken for granted.

2. Use Everyday Language and Stick to One Idea per Sentence

It is best for an advisor to write as if they were explaining things to a friend or family member. So, try to break up long chunks of information into short sentences, stick to one idea per sentence and use simple words instead of complex phrases and acronyms.

As Fran Fish says: “Writing for service is hard. At school, we’re taught to form complex sentences and paragraphs and to build up our vocabulary. For service, we need to pare this down, to share information in a much simpler way.”

“So, if organisations are struggling to tackle communication channels, they’re in good company!”

3. Use Headings and Bullet Point Large Chunks of Information

In long letters, headings can be a great way to segment the text and improve structure.

Also, while it’s good to break up large blocks of information into simple sentences, bullet points are also useful, as they help to provide a better visual impact than big paragraphs of information.

If you open up a letter and all you see is words and long paragraphs, in the first instance, it’s hard to understand what’s important.

Fran Fish

Fran adds: “If you open up a letter and all you see is words and long paragraphs, in the first instance, it’s hard to understand what’s important. Bullet points and headings are especially useful for this.”

“Headings are especially great, as they help to help signpost to the reader what is relevant to them, making the letter as clean and simple as possible.”

4. Avoid Cold, Overly Formal Language

There’s a lot of confusion about what “professional” means in letter writing for customer service. Many believe “we need to sound and write as a professional company”, yet this is a common misconception and often leads to companies being overly formal.

This is according to Fran, who says: “Formal language is cold and distancing. It’s not right for customer service. There are simple techniques that can be learned to make letters professional and clear, without making them formal.”

The trick is developing a tone of voice that fits your brand. Train advisors to be warm, empathetic and positive and you’re halfway there, while using active language instead of passive language is also important.

Active language helps to take ownership of the customer query. You can test that you’re writing in the active by adding the words “by robots” to the end of each sentence. If the sentence still makes sense, it is written in the passive. However, if it doesn’t, it is written in the active.

The “by robots” tip is discussed in more detail in our article: 10 Best Practices to Improve Live Chat

5. Direct the Customer to any Supportive Documents

To add value to the letter, direct the customer to any additional documents or guidance notes. This can help the customer to easily find information for themselves and prevent them from having to write to the contact centre again.

In turn, this helps to reduce repeat customer contacts. However, make sure further reassurance is offered, so the customer feels happy to contact again with another query.

6. Set Expectations With Timeframes

While this won’t be applicable to all query types, offering next steps and time expectations is key when handling complaints, as they help to reassure customers.

As Fran says: “With complaint handling, all customers are really interested in is ‘are you listening to me?’ ‘Do you care about me?’ And ‘what are you going to do about it?'”

With complaint handling, all customers are really interested in is ‘are you listening to me?’ ‘Do you care about me?’ And ‘what are you going to do about it?’

Fran Fish

Promotional offers, thank-you letters and booking confirmation don’t necessarily need “next steps” and, in some cases, offering them in a letter may increase contacts.

7. Open the Dialogue for any Problems to Be Quickly Rectified

The template presented earlier gives further reassurance to the customer, offering them the chance to contact again and presenting further contact details. This helps to open the dialogue further.

Most customers are familiar with the feeling of dread that comes with making a complaint to a company… How long will I wait on hold? Will they believe me? Will my issue be resolved?

Opening up the dialogue early and promising a positive response helps to remove this worry from any follow-up contact that may be necessary.

8. Remember That Listening Isn’t Just for Phone Calls

Fran believes that “we all have the ability to be better listeners, improve our communication skills and build rapport though language and words.”

Customers like to feel as though they are being listened to. In fact, it is a basic expectation. So, try to use the same words as the customer did when describing their issue, to underline that they have been listened to, and mirror their preferred language choices to build rapport.

Also, see how the example template asked the advisor to say “thanks for getting in touch about…” The “about section” is important as it offers the advisor the opportunity to demonstrate that they were listening, while it also helps to personalise the letter.

9. If Asking for Feedback, Explain Why It’s Important

Encourage customers to give feedback for the benefit of the community and to help future customers in their purchasing decisions.

By doing this, the advisor can help to reassure customers that the time they spend giving feedback isn’t just a “back-patting” exercise.

10. Don’t String Together Good Paragraphs From Different Letters

Fran Fish

According to Fran: “What you may decide to do, if you have really well-written sentences stored in your knowledge base, is to string them together to form your letter. But this could end badly.”

“If someone decides to pull paragraphs from different types of letters together, but the intended letter is dealing with one particular thing, it might not be appropriate to have all of that content in there.”

The letter has to have a logical flow. You don’t want to be sending out letters that start with “sorry” but end with a promotional offer. This will only frustrate an already disappointed customer.

Find out our advice for saying sorry properly in our article: Customer Service Apologies – Keeping Sorry Fresh and Sincere

Three Good Examples of Different Types of Letters

Below are three great examples of different types of customer service letters.

Response to a Complaint

Here is a good response to a customer complaint about their credit profile.

Our response to your complaint

Dear [title last name/first name],

Thank you for getting in touch with us about your credit file. After looking into this for you, I’ve included my findings in this letter.

It might be easier to talk about this over the phone, so please give me a call if that would be helpful. I did try to call you a few times on [date] and [date] but couldn’t reach you.

Background

You’ve been in touch with us because you believe we have registered “default” or “repossession” on your credit file.

Checking your credit file

I’ve checked your payment history between [date] and [date] and found that each payment has been made on time. I could also see that you made your final payment of [£amount] on [date], which settled your account early.

I can confirm that we have recorded each payment, including your final settlement, as “paid on time” and have not registered a “default” or “repossession” against your credit file.

I hope that this answers your question and addresses your complaint. If you’d like to discuss this with me over the phone, please get in touch. You’ll find my number at the top of this letter.

Yours sincerely,

5 Good Things About This Example

  • The company say thank you immediately
  • They offer a phone call, in case the reader wants to speed up the process
  • They use headings to highlight the different stages of the process
  • They use “I” and not “we” (as in the company) to highlight that someone is taking ownership of the customer’s issue
  • They use the customer’s words, such as “default” or “repossession”, to directly respond to the customer’s problem

A Service Notice

In this example, a customer service letter is used to warn residents of repair and maintenance work.

Dear resident,

We’re carrying out some work in your street.

We need to do some important repair and maintenance work outside [address].

This means parking will be restricted – we’ll put out cones to show you where you won’t be able to park.

When

[Time and date]

We’ll be finished by

[Time and date]

We’re sorry for the inconvenience – we’ll get the work done as quickly as we can. You can also find out more about why this happening and read regular updates on our website – just go to TheWaterCompany.com/streetworks

If you would like to contact us directly, call: 01234567890. You can also email: [email protected]

Kind regards,

[Name]

Site Supervisor

5 Good Things About This Example

  • The company put the most important information first, in a large font
  • They use headings to clearly signpost when and where, so this impact on the reader becomes immediately obvious
  • They offer reassurance to the reader that this will not be a long process
  • They use an active tone of voice to highlight their urgency
  • They highlight where the reader can go for further information

A Thank You Letter

While this may not be a perfect letter, there are many things to like about this customer service letter, created by Barnyarns.

Thanks to the Barnyarns team for sharing this example with us!

5 Good Things About This Example

  • Barnyarns start by saying “thank you”
  • They continue to stress that “your business is very much appreciated”
  • They value quality
  • They don’t just ask for your feedback – they explain why it is important
  • They open the dialogue for any problems to be quickly rectified

…And 2 things they could improve on?

But while it includes a number of nice “ingredients”, here are two ways in which it could have been improved:

  • Signing off with “Charlie from The Barnyarns Team” would have given it a bit more of a personal touch – especially if this was handwritten!
  • This is a very useful template for what a good customer service letter should look like, but personalising it with Mr Smith could have made it even better…

For more on putting together a good thank-you letter, read our article: How to Write a Thank-You Letter to a Customer

Thanks to Mazaru for sharing each of the letter examples that we’ve used in this article. 

To find more of our advice on writing for customer service, read our articles:

Originally published in February 2016. Recently updated.

Dear. Letter of demand – outstanding payment. I am writing in reference to and payment not being received.

How to request plastic-free packaging + script!

letter bad model

Do you ever feel like the world is out to conspire against your zero waste ambitions and you just can’t find plastic free packaging? (Because it absolutely is, and here’s why.)

One way of feeling less helpless in the unending fight against plastic is to reach out to people in a position of power and let them know your thoughts by sending a letter. Sending a letter to request plastic-free packaging alone may not get anything changed, but hey: if you get enough people to do so, you may have some momentum. Even making companies aware that people are interested in no-waste solutions can be really valuable.

To make it really easy, I’ve included a sample letter here which allows you to easily change the verbiage to fit the situation/product you’re talking about.

The plastic-free packaging letter

Dear (company),

I absolutely love your (product) and have been a customer for many years. I really appreciate your commitment to (write something nice!).

I’m also exploring zero waste which means refusing all single-use products and diverting all trash from the landfill. Our dependence on single-use items is driving many of our environmental problems. Isn’t it strange that we use plastic packaging for a few minutes and then it ends up floating in our oceans, polluting our lands, or just sitting around in landfills for far longer than it was ever used?

Unfortunately, this means (product) can no longer be part of my routine because (explain the problem).

I would love to continue supporting you. Might I suggest (2-3 options for alternative packaging)?

I really appreciate your consideration on this issue and hope to hear back from you.

Sincerely,

XXXX


Using this letter? Awesome! I’d appreciate it if you’d consider supporting me by buying me a coffee once or on a monthly basis to help the site fueled!
I’ve used this plastic-free packaging request letter several times. Some times I’ve gotten an excited, positive reply that they’ll send it forward. Other times I’ve received polite, disinterested replies. Either way, I’ll keep plugging along in the hopes that it’ll eventually make a difference.

I really think it will… eventually.

Remember: one latter may not be enough. Reach out again if you hear nothing beyond the canned initial response. And even if the company doesn’t make a change, you can always vote with your money and find an alternative!

How can I get more people involved?

Realistically, it’s very easy for large companies to ignore the voice of just one consumer. Where zero waste feedback letters become really powerful is when a larger group of people share similar opinions.

I have a few ideas on how to move the zero waste feedback letter beyond just yourself:

If the company is local, consider reaching out on local Facebook groups. If you have a local zero waste community, that’s a great place. Otherwise other community groups that may be ecologically-motivated are good targets too. Nextdoor may also be a good option for reaching more folks nearby. Create a simple post with a 1-2 sentence intro about the issue, the sample letter, and how to send it to the company. Make it easy.

If the company is larger, a petition on change.org may do the trick. This allows you to potentially reach a larger audience. Share it in larger zero waste Facebook groups with the link and suggested action if that’s allowed within the group.

So where do I actually send this stuff?

Most companies have a contact form on their website for feedback. Simply copy and paste the letter with the pertinent details changed, add your contact details, and wait patiently for a reply. (I personally prefer email to the phone number listed on packaging as there’s a virtual paper trail tracking your opinion. You never can tell with a phone call.)

Submitting through the contact form will be the quickest way to get this done. But the better option is to send it directly to a real person, if possible.

To find a real person, I like to search their staff directories (lots of smaller companies have these) or reach out to the company on Twitter. If I send them a DM asking for an exact point of contact, there’s a decent chance you’ll actually get a useful reply. If you have a blog or social media presence, their PR contact is also not a bad person to reach out to.

Either way, sending a zero waste feedback letter can be a great way to flag to companies that people really are interested in positive, environmentally-friendly change.

Plus – with this letter – it should take you no time at all to make your opinion heard!

Sample Complaint Letter. (Your Address). (Your City, State, Zip Code). (Date). ( Name of Contact Person, if available). (Title, if available). (Company Name).

letter bad model
Written by Yozshugis
Write a comment