It is an unfortunate fact that businesses will receive letters of complaint from time-to-time. Often, staff are too busy running the company to respond to these letters and I am asked to step in.
Whenever I represent a company, it is my role as a copywriter to adopt an appropriate tone and style, clearly and concisely conveying information on behalf of the client. Responses to complaints require a delicate touch, ensuring that the customer feels they have been listened to and their views appreciated.
I always view these commissions as an opportunity to change the customer’s opinion – to leave them feeling appreciated and, most importantly, likely to use the business again.
Clients comment that handing the task of replying to letters over to me frees them to concentrate on their work. They are always confident that I will tailor the reply sensitively and professionally.
Alice is great at connecting with customers in letters. She manages to convey real emotion in her writing which really can turn a disappointed customer into happy one.
