Responding to an Online Complaint – Example

NOTES:

The idea behind this response is for it to be universal and still someone directly addressing the complaint at hand. By apologizing, stating company facts and promoting the company site, this response can be re-edited and used for any complaint that the company receives.

This structure allows for complaint viewers to gain positive knowledge of the company and for the complainant to gain knowledge either of what went wrong or to contact the CEO rather than another complaint board. In addition, it also allows for any potential unhappy customers to have the contact information of the company’s CEO.

Example response:

________

CompanyEC values all of its customers, especially those who have voiced complaints. It is in our best interest to work with these customers to reach a reasonable and fair resolution. 

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 can to help meet a fair resolution to 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 continue to 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 moved to 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 is an impressively low number compared to the standards of today. We certainly would like to have zero complaints, but that is just not realistically possible.

What you don’t see on this complaint 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 you to 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

Elijah is a business and growth advisor. He writes about business, marketing, sales, development, branding, technology, and how to develop effective business strategies.

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