NOTES:
The idea behind this response is for itĀ toĀ be universal and still someone directly addressing theĀ complaintĀ at hand. By apologizing, stating company facts and promoting the company site, this response can be re-edited and used for anyĀ complaintĀ that the company receives.
This structure allows forĀ complaintĀ viewersĀ toĀ gain positive knowledge of the company and for the complainantĀ toĀ gain knowledge either of what went wrong orĀ toĀ contact the CEO rather than anotherĀ complaintĀ board. In addition, it also allows for any potential unhappy customersĀ toĀ have the contact information of the companyās CEO.
ExampleĀ response:
________
CompanyEC values all of its customers, especially those who have voiced complaints. It is in our best interestĀ toĀ work with these customersĀ toĀ reach a reasonable and fair resolution.Ā
Words cannot express how truly sorry we are for some customers who, no matter what we do, are never truly satisfied. This is especially disheartening, as CEC has the solid reputation of providing excellent customer service.
We do all that we canĀ toĀ help meet a fair resolutionĀ toĀ their satisfaction. We offer each of our customers 100% money back as long as the website and files are not on their own server. We have always and will continueĀ toĀ refund our customers their deposit if they are not satisfied. If a customer is not happy with the website or other service, we cannot and do not hold their deposit. Nonetheless, once a website is movedĀ toĀ a customers server after their final approval and final payment, a refund can no longer be omitted. This method is in line with our terms of agreement and is recognized industry wide.
CompanyEC, with a customer base of over 2,000, receives less than one half of one percent in complaints. That isĀ anĀ impressively low number comparedĀ toĀ the standards of today. We certainly would likeĀ toĀ have zero complaints, but that is just not realistically possible.
What you don’t see on thisĀ complaintĀ website are all the positive emails and letters we receive daily from customers who are extremely happy with the service and work we have provided for them. We have dedicated a section of our website for customer testimonials located at http://www.CompanyEC.com/testimonials
If you feel that CompanyEC is not taking care of you, I would invite youĀ toĀ contact me at my personal email at c[email protected], and I will personally follow up on your issue.
Warmest Regards,
CEO Name
CEO/CompanyEC.
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Dr. Elijah Clark (July 27, 2022). Responding to an Online Complaint – Example [Web log post]. Retrieved from https://elijahclark.com/responding-online-complaint-example/