Respond to a Customer Complaint:
A customer complaint highlights a problem, whether that's a problem with your product, employees or internal processes, and by hearing these problems directly from your customers, you can investigate and improve to prevent further complaints in the future.
You received a complaint from one of your loyal customers about a bad experience he had with a product purchased (cellphone). When he attempted to return it back to your company, the sales person informed him that the purchase was made more than 14 days (return window) and your return cannot be accepted despite the fact that the phone continues to malfunction. The sales person offered to fix the phone at a price of $400 which was not an acceptable option for your customer. It is apparent that your customer is frustrated and very disappointed. Write a letter (or an e-mail) responding to the customer and detail how you could resolve his issue(s). Be detailed and specific.
Sample Solution