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7.Send copies if appropriate. There can be cases where it is wise to send a copy of letter to other parties just to make sure that you will get some serious action. For example, in a case where you have been told to write to a Regional Manager of a program, it is often a good idea to make sure that someone in head office also gets a copy. I sometimes send a copy to customer services or customer relations, offices at national level.
8."Shame" them as much as possible. Companies that claim and advertise high levels of customer focus and service do not like to be criticized in those areas. If you have a strong case that makes them vulnerable in one of these areas, use as much ammunition as you can to embarrass them in these sensitive areas. Modern marketing terms such as: customer relationship management (CRM), one-to-one marketing, most valuable customer (MVC), and customer-centric focus, all tend to get their attention. Also, using such terms makes you sound like an authority.
9.Imply you might take your business elsewhere. I always do this near closing. Companies don't like to lose customers, especially long-time customers. Senior marketing people are well aware that study after study has shown that it costs five to seven times as much to recruit a new customer as it does to hold on to an existing one.
10.Ask for an early reply. In closing paragraph of your complaint letter, state specifically that you are expecting an early reply. Make sure that you follow-up by phone or e-mail if you have heard nothing in three weeks. Some companies will send you an acknowledgment letter stating that they are working on your case and will get back to you within a week or two.
Use above strategies and you are sure to get action from your complaint letters. And, don't forget old truism "the squeaky wheel gets grease"!
================================================================ By Shaun Fawcett from his new one-stop writing help e-book "Instant Home Writing Kit". Full of tips, tricks, and secrets on how to write personal and business letters, resumes, cvs, papers, e-mails, essays, and business reports. Includes dozens of formatted downloadable real-life templates. Check out this time and money-saver at: http://www.instanthomewritingkit.com/ ================================================================
Shaun Fawcett M.B.A., is a Canadian-born and based writer, consultant, journalist, and publisher who has worked in many professional capacities over the years. He is also the Webmaster of the one-stop writing help Web site: www.writinghelp-central.com. Every week, thousands of people visit that site to obtain tips, advice, and resource information on everyday writing including: personal and business letters, resumes, cvs, reports, essays, and term papers.