Main Street Appliances To: Customer Relations Department From: John Wright, Customer Relations Supervisor Date: July 20, 2009 Subject: Improvement on written refusals I am writing today to provide all employees with some useful tips on how to compose a customer refusal letter. While the example letter to Mr. Largo is factual, there are some things that could be presented much better. Presentation of facts could determine if we are able to retain customers and reflect the credibility of the company.
Some key elements that I want to focus on are: • Tone • Punctuation and Grammar • Professionalism The best way to begin a refusal is by setting an apologetic tone. You do not want to point blame at the customer, even if you feel they are wrong. Show empathy, and see if you can help them in anyway possible. Remember when writing a refusal all that’s representing our company are the words on the page; so we must use correct grammar and punctuation. Thank you for your attention and your time.
I encourage our department to utilize these factors when writing a refusal letter. I want all refusals emailed to me, before mailing them. If there are any questions, problems or concerns you can reach me by email ([email protected] com). MAIN STREET APPLIANCES 576 Main Street Gainesville, FL 33312 To: John Largo From: John Wright, Customer Relations Supervisor Date: July 20, 2009 Subject:$50 discount voucher Dear Mr. Largo, We apologize for not being able to grant your request for a replacement refrigerator.
Main Street Appliances values you as a preferred customer, and would like to offer you a $50 discount voucher, to put towards a new refrigerator, with a 1year warranty. The voucher can only be used at the local Main Street location and expires on August 17, 2009. We apologize, again, for any inconvenience this issue may have caused. In the event that we may be of any further assistance, please call our customer service hotline (800-MAIN-STREET ext. 112) or by email ([email protected] com). Sincerely, John Wright Customer Service