How do write this kind of letter, a reply to a complaint?

Question

Hello,
Can you help me? I am going for a working interview tomorrow as a customer service person, the post is new to this particulat company, and I have little customer service experience.
Part of my job will be responding to difficult compaints after i have researched the actualities of the complaint. Can someone give me an idea of what to write in such letters, in order to impress my potential interviewer.

Many thanks

Answer 1

No. Don't write it. If hired, they will train you their way.
Don't do anything which will show that you possibly think their training program isn't good enough. Just show enthusiasm, the rest will take care of itself.

Answer 2

Well, the most important thing for a customer service rep to do is "keep the customer". Especially in these uncertain econimc times, no business can afford to lose customers. Remember that the worst thing about "P-O-ing" an irate customer is that they'll complain to all their friends and relatives, and that could leverage your business' loss.

Lots of times you're dealing with people at their worst: cranky to downright mean and nasty. They will tend to take it out on you, and you didn't develop the product or service! So you must NOT take it personally.

So the best thing is to soothe their ruffled feathers by not arguing with them but agreeing with them. If you say anything that can be seen as arguing with them, they'll tend to think you don't understand what they're saying. You want to reassure them that you...

1) Do understand the problem.
2) Realize that "the customer is always right", since they are indirectly paying your salary, and
3) That you are taking immediate, concrete steps to solve the problem.

Hope this helps!

Answer 3

This is a point that depends on the community goals.
Right now there are certainly tons of problems with service.
Yet the true area is what is requistitioned. You need to have
the true read of what is the legal position of your firm or
company. So my example is the United Nations is the top
recording authority on fiscal client performance. They are
contemporarily very severe, and freedom oriented. The
federal is very strict, and freedom inclined. The bankers are
conservative and recently favor the united nations. Write
your response in terms of each person should be able to
afford. It is much more important for the business to protect
their clients than to punish them.

Answer 4

That's a problem! And the company is looking to get some good material from all their candidates, whether they hire them or not.

I think the guy above my post has the best response, so instead of answering, I suggest you enjoy this: http://forum.beyond3d.com/showthread.php?t=26672