"Thank you for your feedback. We truly appreciate your valuable opinion and will revert to you within one working day… "

Whenever someone takes the trouble to write an email to lodge a complaint to you, you should be glad for the opportunity. You should always revert to complaints promptly within 24 hours. This is the standard response time frame for call complaints as well as email complaints.

Set Your Complaint Management Process as follows:

  • Set your response time to within 24 hours for email enquiries. Never keep the person waiting.
  • Empower you staff with comprehensive Complaint FAQs to attend to call or email complaints or queries.
  • Over-deliver with an earlier revert within half a day
  • Delight them with a solution to the complaint together with a complimentary product or service voucher.

If You Are Unable to Provide a Solution Within One Working Day:

  • Still, take the initiative to revert to customer within 1 day with an interim message such as "We are in the midst of reviewing your feedback, the outcome of which might require more time. We appeal to your understanding and will revert to you immediately after we have come to a conclusion."…
  • Make sure you keep the customer updated throughout the process . Your customer-centric efforts will pay off.

At Closure:

  • At your final revert to complete the process, send the complainant a thank you card for feedback (regardless of whether you are in the wrong) together with a complimentary gift or free voucher . This will keep them coming back to you.