CUSTOMER SERVICE LETTERS

Customer service letters are some of the most important letters you will write.
Serving the needs of customers is a sure way to capture their loyalty to your business. Even
when sticky issues such as complaint resolutions or price increases arise, handling these
issues with respect for the customer is crucial in maintaining the integrity of the business
and in achieving desirable results.
All of the customer service letters in this chapter were written with the customer in
mind. Many were designed to win over or strengthen the loyalty of customers. Others were
crafted to achieve a desired goal without alienating existing customers.
Many of the letters in this chapter can be sent as emails or as attachments to emails.
Some company policies regarding handling customer disputes and resolution will require
writing formal letters. But the content, whether written as a formal letter or an email, will
not vary greatly. For those letters can be adapted to emails, it’s simple enough to copy the
text of the sample letter into the text of your email.

1. Complaint Resolution Letters

A complaint letter in Indonesian is called a complaint letter. This letter is used to
voice complaints about inappropriate products or poor service. The way to write a
complaint letter is by writing the points sequentially and politely. Identify what's going
on, show written language in a professional manner so you don't appear to be using an
angry tone. Make sure the letter you write doesn't contain sarcasm (spicy language).
Complaint resolution letters were all written to deal with complaints made by
customers. This letter was written by a customer after several attempts to resolve
problems.
The purpose of Complaint Resolution Letters is to resolve complaints or issues
raised by customers or other parties. The letter aims to provide a solution or action taken
to address the complaint or problem, as well as demonstrate care and appreciation
towards the customer or party raising the complaint. Additionally, the letter aims to
improve the relationship between the complaining party and the party being complained
about, as well as strengthen the positive image of the organization or company serving
the customer.
Complaint Resolution Letters are generally used by individuals or groups who
want to submit their complaints or complaints regarding a problem to the oversight
party. Here are some examples of users of Complaint Resolution Letters:
a) Individuals who have had their rights violated: A person who feels that their rights
have been violated, for example land rights, child custody rights, or consumer rights,
can use a Complaint Resolution Letter to submit their complaint to the appropriate
party, such as a court or consumer protection agencies.
b) Workers who experience problems at work: Employees who experience harassment,
threats, or other violations of work rights can use a Complaint Resolution Letter to
report the matter to the management company, labor authorities, or workers' rights
protection bodies.
c) Consumers who are dissatisfied with a product or service: If someone has a problem
with a product or service provided by a company, they can use a Complaint
Resolution Letter as a means to convey their complaint to that company, a regulatory
agency, or a consumer protection agency.
d) Community organizations or groups: Organizations or community groups that have
an interest in a particular issue, such as the environment, health, or education, can
use a Complaint Resolution Letter to convey their concerns or demands to the
relevant government or agency.
Complaint resolution letters usually consist of several parts that include
information about the problem faced, actions taken, and solutions offered. Here are some
common sections that can be found in complaint resolution letters:
a) Introduction: This section includes a greeting, thank you for the letter or email, and
information about what will be explained in the response letter.
b) Summary of the complaint: This section provides a brief overview of the complaint
made by the customer, including the date and time of the incident and other relevant
details.
c) Explanation of the problem: This section provides further explanation about the
complaint faced by the customer. This explanation may include a chronology of
events or a detailed description of the problem.
d) Actions taken: This section explains the actions that have been taken by the company
or organization to address the customer's complaint, including information about
who was involved in handling the issue.
e) Solution offered: This section explains the solution or action that will be taken to
resolve the problem faced by the customer. This solution should be clear, specific,
and meet the customer's expectations
 f) Closing: This section includes a thank you to the customer for their patience and
cooperation, as well as a statement that the company or organization is committed to
improving the quality of its service.
g) Contact information: This section provides contact information for the company or
organization, including phone numbers and email addresses, so that customers can
reach out to the company if there are any future issues.
Example Letter :

2. Apology Letters
An apology letter is a type of letter used to formally apologize to a person or
party who feels aggrieved or disturbed due to wrong or inappropriate actions or
behavior. This letter serves as a written communication tool to express regret and
apologize for the actions that have been taken.
Apology letters are commonly used in various contexts, both in personal and
professional settings. For example, an apology letter can be written by someone to a
friend, family, or life partner as an expression of regret for a hurtful or wrongful act
committed against them. On the other hand, an apology letter can also be addressed to a
boss, co-worker, or client in a professional context to apologize for mistakes or failures
in carrying out duties or obligations.
In an apology letter, there are generally several important elements, such as:
a) Opening greeting: Start the letter with an appropriate greeting, such as "To
[recipient's name],"
b) Self-introduction: Mentioning the name and relationship to the recipient of the
letter.
c) Apology statement: Expressed clearly and sincerely where the writer
acknowledges a mistake or wrong action.
d) Explanation: If required, the writer may provide an explanation of the
background or cause of the mistake that has been made.
e) Responsibility: Indicates recognition of the consequences of the wrong action
and willingness to take responsibility.
f) Apology: Expresses a sincere and earnest apology.
g) Promise of improvement: Expresses the intention not to repeat the wrongdoing
and commits to making improvements.
h) Closing: Ends the letter with an appropriate closing salutation, such as
"Sincerely," and is signed.
i) Attachments (optional): If there is supporting evidence or documents, such as
proof of transfer or agreement, it can be attached.
An apology letter should be written politely, honestly, and sincerely in order to
achieve its purpose of repairing the relationship and restoring the harm that has been
caused by the wrongful act.
Here are some of the main purposes of an apology letter:
a) Express regret: Apology letters are designed to show the recipient that we are truly
sorry for the actions or words that have hurt or harmed them. This is an opportunity
to express empathy and understand the negative impact of our actions.
b) Repairing relationships: Apology letters aim to restore relationships that have been
damaged or disrupted as a result of mistakes we have made. By admitting our
mistakes honestly and openly, we hope to gain understanding and forgiveness from
the recipient.
c) Clarifying misunderstandings: Sometimes, our actions or words can be
misunderstood by others. Apology letters provide an opportunity to explain our true
intentions and clarify the intentions behind our actions. This helps avoid future
misunderstandings and builds a better understanding between the two parties.
d) Builds trust: By admitting our mistakes and taking responsibility for our actions, a
letter of apology helps to rebuild trust that may have been lost as a result of our
mistakes. This shows that we are committed to being responsible and trying to make
positive changes.
e) Proposing compensation or remedies: In some cases, a letter of apology may also
include an offer to compensate or take remedial action as a measure to remedy the
situation. This shows our desire to repair the negative impact we have caused.
Apology letters are usually used by a person or an organization that wants to
apologize for an action or mistake that has been committed. The use of an apology letter
may vary depending on the situation. Some examples of using an apology letter include:
a) Individuals who want to apologize to their friends, family, or spouse for having done
something wrong that hurt that person's feelings.
b) A professional who wishes to apologize to a colleague or client for having made a
mistake or taken an unprofessional action.
c) A company wishing to apologize to a customer for a product or service problem that
caused inconvenience or loss to the customer.
d) A public government official or figure who wishes to apologize to the public for an
inappropriate or controversial action or decision.
Example Letter:

3. Order acknowledgment letter

Order acknowledgment letter is a letter sent by a company to a customer as
confirmation that the submitted order has been received and is being processed. This
letter aims to provide assurance to customers that their orders have been received by the
company and will be processed immediately according to the agreed terms.
The order acceptance letter has several main objectives, namely:
a) Confirmation of receipt of orders: This letter is used to confirm that orders received
from customers have been received successfully by the company. This ensures that
no mistakes or lost orders occur in the process.
b) Customer satisfaction: This letter provides satisfaction to customers by providing
written evidence that their orders have been received and executed by the company
properly. This helps create trust and strengthens the relationship between the
company and the customer.
c) Order information: The order acknowledgment letter also serves to provide
important information about the order to the customer. This includes details of the
product or service ordered, quantity, price, estimated delivery date, method of
payment and other terms relating to the order.
d) Clarification and correction: If there is an error or discrepancy between the order
submitted by the customer and the order received by the company, the order
acknowledgment letter provides an opportunity for harassment and correction. This
helps avoid recommendations and ensures that the correct order is being processed.
e) Administrative arrangements: This letter is also used for administrative purposes
within the company. It assists in tracking orders, preparing shipping documents,
coordinating inventory, and 9 related departments regarding orders received.
Who uses order acknowledgment is :
a) Manufacturing companies: Manufacturing companies that receive orders from
customers will use order acknowledgments to confirm the receipt of the order. This
allows customers to know that their order has been received and will be processed
according to their request.
b) Service providers: Service providers such as construction companies, IT companies,
or other professional service firms also use order acknowledgments. They send order
acknowledgments to their clients as confirmation that the service request has been
received and will be executed as agreed.
c) E-commerce providers: E-commerce companies or online stores use order
acknowledgments to confirm orders placed by their customers. This allows
customers to verify their order before proceeding to the payment process.
d) Suppliers: Suppliers or distributors use order acknowledgments to confirm the
receipt of orders from their business customers, such as retail companies or
restaurants. Order acknowledgments ensure that the order has been received and will
be processed for delivery to the customer.
e) Delivery service providers: Delivery companies or couriers often use order
acknowledgments to confirm the receipt of packages or shipments from the sender.
This provides written proof that the delivery has been received and will be
 dispatched according to the sender's instructions
Here is an explanation of the parts commonly found in an Order
Acknowledgment letter :
a) Heading: This section includes the sender's company information such as the
company name, address, phone number, and email address. It also includes the date
when the letter is drafted.
a) Customer Name and Address: This section provides the full name and address of the
customer who placed the order.
b) Order Number: A unique order number or reference is provided for clear
identification and easy communication.
c) Order Date: The date when the order was received by the company.
d) Order Details: This section contains detailed information about the order placed by
the customer, including the list of items, quantities, unit prices, and total prices.
e) Shipping: Information regarding the shipping date, shipping method, and shipping
address.
f) Payment Terms: This section includes information about the payment terms, such as
accepted payment methods, payment due date, and any additional payment
instructions.
g) Contact Information: Contact details of the company representative who can be
contacted for any questions or issues related to the order.
h) Signature: The Order Acknowledgment letter should be signed by an authorized
representative of the company as a confirmation of order acceptance.
4. Product or service information letters
Product or service information letters are communication tools that businesses
use to inform their customers about their products or services. These letters are usually
written in a clear and concise manner, providing information about the features and
benefits of the product or service being offered.
Product or service information letters are typically sent to existing customers or
potential customers who have shown interest in the product or service. They can be used
to introduce new products or services, provide updates on existing ones, or offer special
promotions or discounts. The content of a product or service information letter typically
includes details about the product or service, such as its features, benefits, and pricing
information. It may also include information about the company, such as its history,
mission statement, or customer service policies.
Overall, product or service information letters serve as a means for businesses to
inform and educate their customers about their products or services, with the goal of
building brand loyalty and increasing sales.
The purpose of product or service information letters is to provide information to
customers or potential customers about the products or services offered by a business.
These letters can provide detailed information about the product or service, such as
features, benefits, and pricing, so that customers can make informed decisions about
whether they want to buy or use the product or service.
In addition, product or service information letters can also be used to introduce
new products or services to existing customers, provide updates on existing products or
services, or offer special promotions or discounts. By providing clear and detailed
information about products or services, businesses can build trust and loyalty among
customers, as well as increase their sales and profits.
Here are some common sections that are usually included in product or service
information letters:
a) Opening statement: This section usually contains a greeting and a summary of
the purpose of the letter.
b) Information about the product or service: This section contains details about the
product or service being offered, such as features, benefits, technical
specifications, and pricing. This provides a better understanding to customers
about the promoted product or service.
c) Product or service advantages: This section usually contains information about
the benefits or advantages of the product or service being offered. This helps
potential customers understand why the product or service is better or superior to
similar products or services offered by competitors.
d) Social proof: This section usually contains testimonials from customers who
have previously purchased or used the product or service. These testimonials
help build trust and a positive impression of the product or service being offered.
e) Call-to-action: This section contains a call to action for customers to take a
specific action, such as visiting a website or store, ordering the product or
service, or signing up for special promotions.
f) Contact information: This section usually contains information about how to
contact the business, such as email address, phone number, or store address. This
provides an opportunity for customers to contact the business if they have
questions or need further information.
 Each section should be written clearly and effectively to ensure that the
message being conveyed is heard well and produces the desired results.
Product or service information letters can be used by various types of
businesses or organizations that want to promote their products or services to
potential customers. Some examples of businesses or organizations that can use
product or service information letters include retail companies, manufacturing
companies, technology companies, financial service providers, healthcare service
providers, and many more. The goal is to provide clear and easily understandable
information to potential customers about the products or services they offer, in order
to increase sales and profits for the business.

5. Thank you letter

Thank you letter is a letter written to say thank you to a person or group who has
provided assistance, support, gifts or done something kind to us. The letter is usually
written politely and sincerely as a form of respect and deep gratitude. Thank you letters
can be considered as a kind and polite way to show our gratitude to a person or group
who has been kind to us. This letter can be written in a variety of situations, such as after
a job interview, after receiving a gift, after receiving moral support, or after receiving
help in a difficult situation.
The purpose of a thank you letter is to express gratitude to a person or group that
has provided us with assistance, support, or a gift, and to show our appreciation for the
good deed that has been given. This letter can also be considered as a way to strengthen
social or business relations with the person to whom the letter is given. In addition,
thank you letters can also improve our self-image in the eyes of others and can open
doors for opportunities for cooperation or better relationships in the future. In addition,
writing a thank you letter can also help improve written communication skills and show
courtesy in our actions.
Here are some of the parts that are usually found in a thank you letter :
a) Greetings: At the beginning of the letter, we can start by greeting the recipient
with a polite sentence, such as "Dear [name of letter recipient],".
b) Acknowledgments: After the greetings, we can immediately express our
gratitude with polite and sincere words. For example, "I want to thank you very
much for the [help/support/gift] you gave me."
c) Details about the help/support/gifts: After that, we can provide details about the
help/support/gifts given to us. For example, if someone gives a gift, we can
mention the type of gift given, the color, shape or brand of the gift.
d) The benefits of the help/support/gifts: Next, we can express the benefits of the
help/support/gifts given to us. For example, if someone offered a helping hand in
a difficult situation, we could mention how that assistance was helpful and
brought relief in the situation.
e) Expectations: Finally, we can state our hopes for the future. For example, "Once
again, thank you very much for your [assistance/support/gift]. I hope we can
maintain a good relationship and I'd be happy to be able to help if you need help
in the future."
f) Closing remarks: Finally, we can close the letter with a polite sentence such as
"Best regards" or "Best regards" and write our name below it.
Thank you letters are generally used by a person or an organization to thank
other people or organizations for the help, support or services provided. Here are
some examples of situations where a Thank You letter might be used:
a) After a job interview: A job applicant may send a Thank you letter after a job
interview as a token of gratitude for the opportunity provided by the company
and to confirm their interest in the position.
b) After receiving a gift: An individual may send a Thank you letter to the person
giving the gift as a token of gratitude for the appreciation and attention given.
c) After receiving support: A family member or friend can send a thank you letter to
 another person who provided support and care during a difficult time or when
experiencing difficulties.
d) After a business visit: An entrepreneur may send a Thank you letter after a
business visit as a token of gratitude for the time and attention given by another
person.
e) After an event or meeting: An organization may send a thank you letter to
attendees or event sponsors to thank them for their support and participation.
In many situations, a thank you letter can be a great way to express gratitude
and appreciate help or support from others.

6. Pricing letter
Pricing letter is a letter that contains information about the price or cost of a
product or service offered by a company or individual. This letter can be sent to potential
customers, business partners, or other parties who need information about the price. The
pricing letter may also include explanations about discounts, promotions, or other
special offers that are currently available. Here are the purpose of pricing letter :
a) To provide clear and accurate information about the pricing of a product or service to
potential customers, business partners, or other interested parties.
b) To explain any discounts, promotions, or other special offers that are currently
available in order to attract potential customers to purchase the product or service.
c) To provide information about the terms and conditions of purchase, such as time
 limits or minimum purchase amounts, in order to avoid misunderstandings later on.
d) To be used as a marketing tool to persuade potential customers to buy the product or
service by highlighting its unique features and benefits.
e) To help establish transparency and build trust between the company and the recipient
of the letter, which can lead to long-term business relationships.
Here are the parts of a pricing letter :
a) Heading: This section contains general information about the sender of the letter,
such as the company name, address, phone number, and email.
b) Date: This section contains the date when the letter was written or sent.
c) Recipient's Name and Address: This section contains the recipient's full name and
address.
d) Salutation: This section contains the opening greeting or address to the recipient.
e) Introduction: This section contains information about the product or service being
offered, such as the main features and benefits.
f) Price List: This section contains a list of prices for the product or service being
offered. Prices may be presented in the form of a table or a separate list.
g) Discounts and Promotions: This section contains information about any discounts,
promotions, or other special offers that are currently available, if any.
h) Terms and Conditions: This section contains information about the terms and
conditions of purchase, such as time limits or minimum purchase amounts.
i) Conclusion: This section contains the conclusion and a call-to-action to purchase the
product or service.
j) Closing: This section contains the closing greeting and signature of the sender.
k) Enclosure: This section contains information about any documents that are attached
to the letter, if any.
In some cases, a pricing letter may also include additional sections, such as
information about product warranties, shipping guarantees, or payment details.
Pricing letters can be used by various types of companies or individuals who
offer products or services to potential customers or business partners. Some examples of
users of pricing letters include:
a) Retail companies that want to provide pricing information to customers about the
products or services they offer, such as supermarkets, department stores, or online
stores.
b) Manufacturing companies that want to provide pricing information to potential
 customers about the products they produce, such as cars, electronics, or household
appliances.
c) Service companies that want to provide pricing information to potential customers
about the services they offer, such as consulting services, shipping services, or
banking services.
d) Individuals or small businesses that want to provide pricing information to potential
customers about the products or services they offer, such as photographers, catering
businesses, or freelance writers.
Companies that want to make price offers or bids in tender or auction processes.
Thus, pricing letters can be used by anyone who wants to provide official and written
pricing information to others.