Complaints – even the unfounded ones – can be monstrously expensive to handle. When a customer gets the hump, the file of letters or emails can start to bulge. The real costs get higher if the customer gets aggravated and confused enough by the process to pick up the phone.
Companies that train their people to reply to complaints in clear and simple language and use template letters in a common sense and human way are finding that the training pays dividends.
Files get closed much quicker – maybe even after the first reply.
A better choice of words gives a much better image of the organisation.