Fungsi dari surat keluhan (Complaint Letter) adalah untuk mengubah situasi yang tidak dapat diterima. Menulis surat membutuhkan lebih banyak waktu daripada membuat panggilan telepon. Orang yang mendapatkan surat keluhan ini, mereka benar-benar membacanya. Tidak seperti voice mail yang sering diabaikan. Surat keluhan sering ditulis untuk bisnis, organisasi, instansi pemerintah, sekolah dan departemen berita.
Surat keluhan (Complain Letter) yang efektif harus :
singkat
authoritatif
faktual
konstruktif
ramah
Manfaat utama dari surat keluhan adalah menerangkan masalah anda. Sangat penting bahwa surat pengaduan secara jelas menggambarkan masalah dan memberitahu pihak penerima untuk bertanggung jawab. Tulislah tanpa bertele-tele. Deskripsikan fakta tanpa amarah. Selanjutnya, memberikan jalan keluar kepada pihak penerima. Menawarkan solusi yang mungkin untuk masalah ini. Membuat yang masuk akal, seperti meminta untuk pengembalian dana atau kredit.
Sedangkan pihak yang dikomplain harus menjawab surat keluhan dengan surat jawaban keluhan/surat respon (Response Letter). Beberapa surat keluhan dari pelanggan dibenarkan, dan beberapa bisa saja keterlaluan. Tanpa melakukan penyelidikan penuh, perusahaan yang dikomplain tidak dapat mengetahui apakah keluhan sah atau tidak. Oleh karena itu, setiap keluhan harus diteliti dengan seksama sebelum mencapai suatu kesimpulan tentang situasi. Proses ini mungkin memakan waktu, maka mengirimkan surat kepada pelanggan yang marah adalah cara yang ideal untuk menginformasikan kepadanya bahwa pihak perusahaan telah menerima keluhan dan sedang menyelidiki situasi.
Contoh Complaint Letter
65 Market Street
Val Haven, CT 95135
June 30, 2011
Customer Service
Cool Sports, LLC
8423 Green Terrace Road
Asterville, WA 65435
Dear Sir or Madam:
I have recently ordered a new pair of soccer cleats (item #6542951) from your website on June 21. I received the order on June 26. Unfortunately, when I opened it, I saw that the cleats were used. The cleats had dirt all over it and there was a small tear in front of the part where the left toe would go. My order number is AF26168156.
To resolve the problem, I would like you to credit my account for the amount charged for my cleats; I have already went out and bought a new pair of cleats at my local sporting goods store so sending another would result in me having two pairs of the same cleats.
Than you for taking the time to read this letter. I have been a satisfied customer of your company for many years and this is the first time I have encountered a problem. If you need to contact me, you can reach me at (555) 555-5555.
Sincerely,
Ken Thomas
Supervisor
Contoh Response Letter
8423 Green Terrace Road
Asterville, WA 65435
July 2, 2011
Supervisor
Aston Soccer Shop
65 Market Street
Val Haven, CT 95135
Dear Ken Thomas,
Thank you for taking time to contact Cool Sports, LLC to explain the issues that have occurred recently. We regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied customer.
Our Customer Satisfaction Team is reviewing the information you sent us and conducting a full investigation in order to resolve this matter fairly.
If you need further assistance, you may contact us at (777) 777-7777.
At the conclusion of our investigation, we will contact you about our findings. Thank you for giving us the opportunity to assist you.
Sincerely,
Harry Nilson
Customer Service
Sumber :
http://www.ehow.com/about_4565684_complaint-letter-writing.html
http://www.businessballs.com/complaintsle
Sedangkan pihak yang dikomplain harus menjawab surat keluhan dengan surat jawaban keluhan/surat respon (Response Letter). Beberapa surat keluhan dari pelanggan dibenarkan, dan beberapa bisa saja keterlaluan. Tanpa melakukan penyelidikan penuh, perusahaan yang dikomplain tidak dapat mengetahui apakah keluhan sah atau tidak. Oleh karena itu, setiap keluhan harus diteliti dengan seksama sebelum mencapai suatu kesimpulan tentang situasi. Proses ini mungkin memakan waktu, maka mengirimkan surat kepada pelanggan yang marah adalah cara yang ideal untuk menginformasikan kepadanya bahwa pihak perusahaan telah menerima keluhan dan sedang menyelidiki situasi.
Contoh Complaint Letter
65 Market Street
Val Haven, CT 95135
June 30, 2011
Customer Service
Cool Sports, LLC
8423 Green Terrace Road
Asterville, WA 65435
Dear Sir or Madam:
I have recently ordered a new pair of soccer cleats (item #6542951) from your website on June 21. I received the order on June 26. Unfortunately, when I opened it, I saw that the cleats were used. The cleats had dirt all over it and there was a small tear in front of the part where the left toe would go. My order number is AF26168156.
To resolve the problem, I would like you to credit my account for the amount charged for my cleats; I have already went out and bought a new pair of cleats at my local sporting goods store so sending another would result in me having two pairs of the same cleats.
Than you for taking the time to read this letter. I have been a satisfied customer of your company for many years and this is the first time I have encountered a problem. If you need to contact me, you can reach me at (555) 555-5555.
Sincerely,
Supervisor
Contoh Response Letter
8423 Green Terrace Road
Asterville, WA 65435
July 2, 2011
Supervisor
Aston Soccer Shop
65 Market Street
Val Haven, CT 95135
Dear Ken Thomas,
Thank you for taking time to contact Cool Sports, LLC to explain the issues that have occurred recently. We regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied customer.
Our Customer Satisfaction Team is reviewing the information you sent us and conducting a full investigation in order to resolve this matter fairly.
If you need further assistance, you may contact us at (777) 777-7777.
At the conclusion of our investigation, we will contact you about our findings. Thank you for giving us the opportunity to assist you.
Sincerely,
Harry Nilson
Customer Service
Sumber :
http://www.ehow.com/about_4565684_complaint-letter-writing.html
http://www.businessballs.com/complaintsle
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