10 Secrets For Writing Killer Complaint Letters
Complaint letters aren't always fun, but sometimes they need to be written. Often, if people don't complain problem agency (i.e. company or government) won't even know that problem even exists. Here are 10 strategies for writing complaint letters that I have developed that are guaranteed to get you attention and action.
1.Write to senior person responsible. It is important that you get name and detailed mailing address of a very senior person responsible for product or service that you are complaining about. I generally try to write to V.-P. level. Never go below Director level if you want a serious response. Name and address information can be obtained from organization's Web site or by calling company and asking for name and title of senior person who you should write to.
2.Don't send an e-Mail. When it comes to sending a serious complaint to a company, don't send an e-mail, regardless of what it may say on their Web site. E-mails are usually handled dismissively by low level "customer service" people. If you want serious attention and action, formal written complaint letter is only way to go. (yes, by snail mail!). When it arrives in V.-P.s office, it triggers a bureaucratic process that ensures that right people will see your letter, and will act on it.
3.Keep it as short as possible. Preferably no longer than one page, two at most. When drafting a complaint letter there can be a tendency to go on and on just to make sure recipient gets point. Keep it as short as possible, but without diluting facts of your message too much.
4.Give it a heading for identification. Place a heading at top of letter with information that company or agency will relate to, such as your account number or customer number. Make it easy for them to find you on their computer filing system.
5.Clearly explain situation. Make sure that you give all of specific details needed so that company/agency can verify your claim without you having to get into an endless game of telephone tag with them. Include specific dates, times and places, as well as names of people you dealt with. If you're not sure of these when composing letter, call them back and ask for specifics. (You don't have to say it's for a complaint letter).
6.Use a positive and respectful tone. I have found that best approach is to use a positive upbeat tone. Remember, you are writing to a senior person who probably sympathizes with what happened to you. Your tone should convey message that you are innocent victim and you understand that company wouldn't have done such a thing deliberately.