Customer writing

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We reveal 12 steps to improve the letters you send out to customers. If you really want to show that you value a customer, use their name. I know that it can be tempting to bulk print letters in advance, but try to avoid this if you can. It is good practice to personalise customer interactions , to build relationships with customers, when possible. According to a Call Centre Helper poll , it is most common for agents to address a customer as Mr or Mrs. It also depends on the type of letter you are writing.
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“Dear Valued Customer” – 12 Steps to Writing a Great Customer Letter

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This approach to complaints letter-writing is effective for private consumers and for business-to-business customers who seek positive outcomes from writing letters of complaint. The principles apply to complaints emails and phone calls too, although letters remain generally the most reliable and effective way to complain, especially for serious complaints. This helps you realise that the person reading your letter is a real human being with feelings, trying to do their job to the best of their abilities. Your letter should encourage them to respond positively and helpfully to the complaint. No matter how mad you feel, aggression and confrontation does not encourage a helpful reaction to complaints.
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