Comments on: How to write a template apology letter — don’t http://www.benlocker.co.uk/how-to-write-a-template-apology-letter-%e2%80%94-dont/ Just another WordPress site Tue, 07 Feb 2012 20:55:58 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: John Soanes http://www.benlocker.co.uk/how-to-write-a-template-apology-letter-%e2%80%94-dont/#comment-27 John Soanes Tue, 27 Apr 2010 12:33:36 +0000 http://benlocker.co.uk/?p=660#comment-27 Agreed, Andy - I had some problems with RM not delivering my post (deciding I'd 'Gone Away' for no discernible reason), and my letter of complaint said 'don't send me stamps, I want a proper explanation'. They sent me stamps, which I sent back saying 'I know you can't deliver letters, but you seem unable to read them as well', which is pretty irresistible. From the Customer Service angle, my experience in CS departments has made me feel that people don't want to hear why the organisation screwed up (especially if it's a new computer system or similar) as much as they want to know what you're going to do about it. And if you can tell them you've already done it and give them a date or ref number or whatever as proof, so much the better. J Agreed, Andy – I had some problems with RM not delivering my post (deciding I’d ‘Gone Away’ for no discernible reason), and my letter of complaint said ‘don’t send me stamps, I want a proper explanation’. They sent me stamps, which I sent back saying ‘I know you can’t deliver letters, but you seem unable to read them as well’, which is pretty irresistible.

From the Customer Service angle, my experience in CS departments has made me feel that people don’t want to hear why the organisation screwed up (especially if it’s a new computer system or similar) as much as they want to know what you’re going to do about it. And if you can tell them you’ve already done it and give them a date or ref number or whatever as proof, so much the better.

J

]]> By: Andy http://www.benlocker.co.uk/how-to-write-a-template-apology-letter-%e2%80%94-dont/#comment-26 Andy Wed, 12 Aug 2009 14:25:09 +0000 http://benlocker.co.uk/?p=660#comment-26 I used to work for the Royal Mail (in fact, some of the standard letters you'll get from the Salford call centre are the work of a 17 year old me), and the one thing guaranteed to wind customers up was postmen urinating in their back garden. However, getting a standard "We're sorry, have some stamps" letter used to wind them up almost as much. If you can't be bothered writing it properly, just give them a call. I used to work for the Royal Mail (in fact, some of the standard letters you’ll get from the Salford call centre are the work of a 17 year old me), and the one thing guaranteed to wind customers up was postmen urinating in their back garden.

However, getting a standard “We’re sorry, have some stamps” letter used to wind them up almost as much.

If you can’t be bothered writing it properly, just give them a call.

]]> By: Rob http://www.benlocker.co.uk/how-to-write-a-template-apology-letter-%e2%80%94-dont/#comment-24 Rob Wed, 12 Aug 2009 09:09:22 +0000 http://benlocker.co.uk/?p=660#comment-24 Where's the bit I can cut and paste??? Great post. I completely agree that actually sorting issues properly is far better than sending out vague, faceless apologies. And that's what we try to do. But when you have big correspondence teams, not all of whom are the most natural writers, having some pre-written templates for them to look at and adapt can be very useful. This gives them the confidence to write as though they're real people, and not send out expressions of regret that wouldn't look out of place on a Victorian mausoleum! Where’s the bit I can cut and paste???

Great post. I completely agree that actually sorting issues properly is far better than sending out vague, faceless apologies. And that’s what we try to do.

But when you have big correspondence teams, not all of whom are the most natural writers, having some pre-written templates for them to look at and adapt can be very useful. This gives them the confidence to write as though they’re real people, and not send out expressions of regret that wouldn’t look out of place on a Victorian mausoleum!

]]> By: Ben Locker http://www.benlocker.co.uk/how-to-write-a-template-apology-letter-%e2%80%94-dont/#comment-25 Ben Locker Wed, 12 Aug 2009 08:14:34 +0000 http://benlocker.co.uk/?p=660#comment-25 Yes, that's a fair point. I think the distinction I was making was that it's the intent behind the apology, rather than the letter itself, that's important. I got rather swept away telling stories (that happens to me a lot!) With regard to your letters, I'd just keep it short and, where possible, allow for it to be tailored to the exact complaint. If you can mention what action has been taken - and with what result - even better. Yes, that’s a fair point. I think the distinction I was making was that it’s the intent behind the apology, rather than the letter itself, that’s important. I got rather swept away telling stories (that happens to me a lot!)

With regard to your letters, I’d just keep it short and, where possible, allow for it to be tailored to the exact complaint. If you can mention what action has been taken – and with what result – even better.

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