Complaint letter response.?

Question

I have an assignment in a technical writing class where we have to write a response to a formal complaint letter. The letter that I need to respond to contains a complaint about being overcharged on a credit card after trying to purchase bus tickets from an automated machine. The customer demands to be reimbursed for the purchase and to be notified of when the ticketing machines will be fixed.

I would like to write a positive response to the customer but I have no idea how to write a response letter. Aside from the formal business format, are there any rules that should be followed when responding? Does anyone know any good links or any tips? Thanks

Answer 1

You should always thank the customer for bringing the error to your attention because your company is interested in providing excellent customer service, blah blah.

Since you are writing a positive letter (meaning you agree there was an error on your part),  you tell her what you are going to do to correct -reverse charges and explain how you have changed policy to prevent reoccurance (machine have now been programmed not to allow two charges of the exact same amount on the same day without manual override, etc. or whatever sounds good.)

Go the extra mile.  Offer a freebie or something (that is within your power)

Thank customer again and close.