Responding to Complaint of Dissatisfaction with Overall Customer Experience

Responding to the complaint of dissatisfaction with the overall customer experience is a letter written by an organization in response to the complaint lodged by the customer who had a bad experience. In this letter, the organization tries to provide an explanation while apologizing and satisfying the customer. It is a formal letter, issued on the letterhead of the company.

A happy customer is always the main target of all organizations, as they are the ones, through whom, the organization’s income is generated. Therefore, if a customer is unhappy, the organization tries to handle his complaint in the best manner possible, to retain him as well as avoid any negative reviews.

A dissatisfied customer may even create a ripple effect and may impact other current and potential customers of the organization. A customer may get dissatisfied with one or the other thing in his purchase. However, if he has an overall bad experience, e.g., with quality, customer handling, rude salesperson, etc., he may get extremely agitated.

One of the ways opted for by the organizations to make the unhappy customers happy is to correspond with them through a letter of ‘responding to the complaint of dissatisfaction with the overall customer experience’. The content of this letter is dependent on many factors, such as:

  • The severity of the customer’s overall bad experience.
  • The gravity of the complaint.
  • The policies of the organizations.
  • The response and the offered compensation, etc.

However, generally, the following details are included in such letters:

  • Date.
  • Details of the customer.
  • Details of the organization.
  • Reference to the customer’s complaint.
  • Organization’s response, explanation, solution, apology.
  • Offers and compensation, if any,
  • Request the customer for his non-indulgence in the organization’s negative publicity.
  • Apologize again.

When a dissatisfied customer receives this letter, he feels that the organization valued his complaint, and is trying to resolve the issue. Usually, the organization gets successful in retaining the customer, and in avoiding the consequences, after this letter and resolution.

Some customers get agitated and stop buying stuff from a certain company, without even complaining to them. Therefore, an organization should try to make customer satisfaction their highest priority, rather than sending response letters only to the ones, who have lodged the complaints of dissatisfaction, and need explanation.

Sample Letter

Eric Dane
Manager at ABC Shop

Dated: 28th February 20XX

Subject: Response to a dissatisfied customer complaint

Dear Eric,

I hope this letter finds you in the best of health and happiness. I am writing to respond to your customer complaint that we received yesterday on our official website. Firstly, our company is delighted to know that we are your first choice in terms of purchasing goods. We apologize for your bad experience at the store yesterday.

After receiving your complaint, we analyzed the situation of the store and tried to find the culprit which made your visit worthless. In our defense, we have restocked our store with new appliances and staff is not aware of the specifications of each item. This situation caused chaos in the store and customers had to suffer. We are sorry for wasting your precious time as there is no excuse for negligence, but we struggle to provide the best service to every customer.

We urge you to visit us again as things are much more in place and staff would be more than happy to help you in every regard.


Manager at XYZ Company

File: Word (.docx) 2007+ and iPad
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