It's possible that, in course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....
There are two ways you can go about this:
You can stand up for your rights (and lose customer and any possible referrals) You can keep your temper and keep your customer
Replies to Complaints
Most businesses these days have (or should have) as their policy that customer is always right. It's far better business sense to replace a couple of items which don't need replacing - and reap reward of customer satisfaction and possible referrals - than to insist on your rights and lose unknown numbers of customers and referrals.
So, aim of your response to an irate customer is to find out what he / she wants and to give it to him / her. Even if request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacing item (unless of course it's a Maserati or like!).
1. Express regret - sincerely (don't say ...we can't understand how this happened... because this implies that customer is careless or stupid - since no-one else has had this trouble).
2. Explain how trouble occurred (the customer is entitled to know what went wrong- this also reflects well on your business, since it shows that you've taken complaint seriously enough to investigate it thoroughly - and we all like to be taken seriously!).
3. Tell customer what you are going to do to rectify situation - best thing to do is exactly what customer said he / she wanted. If this is totally impossible, suggest a viable alternative.
Sometimes customer will be at fault - by forgetting to include a correct address, or leaving out cheque.
Again, don't write anything, which might make customer feel silly.