Thank you for taking time to contact Stovall to explain the issues that have occurred recently. I regret any inconvenience you’ve experienced, and I assure you that the company is anxious to retain you as a satisfied customer.
As you may know, different liquid bleaches have different directions for use. Not all liquid bleaches can be used as a spot remover. Due to its chemical properties and ingredients, the White-n-Brite liquid bleach cannot be used as a spot remover, and the care directions printed on the product label acknowledge this. After contacting a representative of SporTTogs, the producer of the new Sportique clothes line your jacket belongs to, I explored that your jacket is made of a cotton-polyester blend which is incompatible with liquid bleaches. The label tag in the side beams of your jacket confirms this. Unfortunately, I must point out that the stains on your jacket couldn’t be removed using the White-n-Brite liquid bleach.
I understand how disappointing it can be when your expectations are not met. I talked to an expert of Stovall Laundry Products Lab and found out two possible solutions. First, you can try to remove the stains and discoloration yourself at home by presoaking the entire jacket for about 20 minutes. You should thoroughly mix three ingredients: one gallon of cold water, two tablespoons of sodium sulfate (can be purchased at a drugstore or photo supply shop) and a half cup of white vinegar. Then you should rinse it thoroughly in cold water, either by hand or in a washing machine. When the rinse is finished, please hang the jacket to drip dry.
Alternatively, you can send the jacket to our Laundry Products Lab to let us see what we can do here. Please note it might take several weeks since our specialists will need to fit with their schedule. If you decide to send us the garment, Stovall will pay the postage.
I hope that this will settle the matter to your full satisfaction and that our friendly rapport will continue. To show our goodwill, I would like to offer you free single-use samples for our new products and introductory in-store coupons for purchase of new carpet care products and new air freshener aromas. I enclose some booklets to this letter to let you learn more on the products. I‘ll be glad to answer your questions, if any.
My Name and Surname
A customer service letter (also known as “adjustment letter”) is a formal response to a written complaint of the customer. The objective of this legal document is to inform the reader that the complaint has been received and appropriate decisions are made, so a series of actions have or will be taken.
Any company receiving a customer complaint needs to always remember that the customer has been inconvenienced and the best way to satisfy the complaint is to agree on the inconveniences and try to renew the customer's confidence in a continued business relationship by offering a solution(s) and showing goodwill (special offers, discounts, reimbursement etc.).
There can be two possible scenarios a company can run to efficiently response to a customer complaint. First, when a customer is right, the company should send an adjustment letter, admitting the negative effect and extending a sincere apology and the readiness for reimbursement (a positive message). Second, if the customer is not right, the letter should clearly present explanations of the reasons with every courtesy (a negative message).
The Stovall Home Products Case mentioned wrong actions of the customer. Ms. Anne J. Thompson used White-n-Brite liquid bleach improperly, so her jacket was spoiled (in the treated areas around the stains, which didn’t come out, the material has turned an ugly yellow). She bleached the jacket not following the directions printed on the product label, “Do not use White-n-Brite liquid as a spot remover”. She used the liquid bleach as a spot remover, and this was the argument for writing a customer service letter that included a negative message.
Usually a negative message disappoints the reader in some way, so Ms. Thompson will probably be disappointed after reading the message in the letter. That’s why, as a good specialist of Customer Services Department, I should do my best to avoid damaging the quality of the relationship. I should sympathetically convince the customer of her improper actions and provide a solution.
Tone of Letter
Writing an adjustment letter giving the customer a negative message requires using right tone to avoid customer disappointment. The author should use right wording and express goodwill. Following these concepts, I tried to be:
- Logical giving a believable reason for the negative message (the label directions of the liquid bleach weren’t followed by the customer).
- Sympathetic, this means being clear, courteous and helpful where possible, even when I cannot do what the customer wants.
- Prudent reflecting the meaning I intended to show.
- Careful avoiding negative transitions (such words as “but”, “however”, “although”, and “even through” aren’t used because they signal a turn for the worse).
- Friendly showing goodwill and readiness to settle the issue (two different solutions were presented in the letter, so that the customer could choose the best one).
Structure of Letter
The structure of the customer service letter includes four functional elements, such as:
- Opening. The major function of this element is to thank the reader for having written and to mention of the company’s intention to retain the reader as a satisfied customer.
- Subordination. The major function is to subordinate the negative aspect and focus the reader on explanations of the error, yet not making the reader feel inconvenienced or guilty of the ruined jacket.
- Solution. The major function is to give possible solutions to settle the issue.
- Ending. The major function is to close the letter in a positive way, focusing on future business.