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如何回复客户的投诉信件？下面的方法教你轻松搞定。 Difficult Letter #3: Responding To an Unjustified Complaint THE SITUATION An HSBC customer in Hong Kong has written to complain about charges for returned cheques. The customer's cheque was returned twice. l The customer's cheque, #012345 for HKD5,000, was returned when presented for payment on 3 April because the customer's account was already overdrawn1 by HKD750. l The customer's wife deposited a cheque for HKD5,000 from her account into her husband's account on 4 April. l The customer's cheque, #012345 for HKD5,000, was returned a second time when presented for payment on 5 April because the account had insufficient2 funds, ie only HKD4,250. l The Bank charges HKD100 for each returned cheque. In his letter, the customer asked HSBC to refund3 the charges for returned cheques. One of your colleagues drafted a response and has asked for your comments.
THE FIRST DRAFT Evaluate the tone of the first draft below.
Mr John Lee Flat25B Tower1 333 Kwun Tong Road Kowloon Dear Mr Lee Thank you for your letter of 10 April requesting a refund of overdraft4 charges on your current account. Let me explain the situation. Cheques presented for payment are cleared after banking5 hours by the Clearing House. The drawer's account is automatically debited6 at that time. If this results in an overdraft, the Bank decides the next day if we will honour the cheque. Unfortunately, this happened twice when cheque number 012345 was presented on 3 and 5 April. I am sorry, therefore, that we are unable to refund the overdraft charges of $200. I hope that I have helped to clarify the situation. You are a valued customer, and we appreciate you taking the time to write to us. Yours sincerely What do you think of this draft? Write your comments on a piece of paper. Then, compare your comments with the evaluation7 below. THE FIRST DRAFT - EVALUATION The letter is quite courteous8. The writer has used "magic words" to be polite and pronouns to be personal. The writer has also apologised for being unable to grant the customer's request. Unfortunately, the writer hasn't fully9 explained the situation. If the customer is unaware10 of the situation, he won't be able to understand why you think his complaint is unjustified. In addition, the writer did not suggest how to avoid this problem in the future. In other words, the writer doesn't offer any help to the customer. As a result, the reader may not think that you value him as a customer. What, then, is the best way to respond to unjustified complaints? IMPROVING THE DRAFT How could you improve the draft? Write your ideas on a piece of paper. Then compare your ideas with some suggestions.
.IMPROVING THE DRAFT - APPROPRIATE PATTERN How do you structure the contents when you need to respond to a customer's unjustified complaint? In the table below, the pattern for responding to an unjustified complaint is incomplete. You need to complete it. Pattern for responding to an unjustified complaint 1) Pleasant introduction, empathising with the customer 2) 3) 4) 5) Polite close, with offer of help Keys: 2) Complete explanation of the situation 3) Refusal of request or compensation 4) Advice or suggestion
REVISING THE DRAFT Now try revising the draft prepared by a member of your staff. To do this, you will need l the draft prepared by your staff member l the appropriate pattern for responding to a customer's unjustified complaint l information about the complaint l a pen and a piece of paper. REVISING THE DRAFT – EXAMPLE
Mr John Lee Flat 25 B Tower 1 333 Kwun Tong Road Kowloon Dear Mr Lee Thank you for your letter of 10 April requesting a refund of charges made for returned cheques. I regret any inconvenience these returned cheques may have caused you. Please let me explain the situation. I have examined your records carefully. When your cheque #012345 for HKD5,000 was presented for payment on 3 April, your account was already overdrawn by HKD750. As a result, we could not accept the cheque. After your wife deposited a cheque for HKD5,000 into your account on 4 April, the balance was HKD4,250. When cheque #012345 for HKD5,000 was presented again on 5 April, your account still had insufficient funds. As a result, we could not accept the cheque. In both cases, we only debited the minimum charge for a returned cheque, HKD100. I would like to suggest that you consider using either our internet or telephone banking services. You can use these services to check the balances in your accounts and transfer funds between accounts. As a result, you can ensure sufficient balances in your accounts at all times. I have enclosed brochures which describe both the internet and telephone services. Mr Lee, please call me on 2398-2398. I would be delighted to arrange these services for you. I hope this information is helpful and I look forward to hearing from you. Yours sincerely
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