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We often hear that the quality of customer service has suffered a steep decline in recent years, and the statistics certainly bear that out. Survey after survey has ranked satisfaction with customer service at low levels,

While it may seem that we are destined to suffer in silence as customer service gets worse and worse, the truth is that a well written and well aimed complaint letters can do wonders to improve service and solve problems. The key is knowing who to talk to and what to ask for.

When most of us have a problem with a product or service, our first inclination is to contact the company’s customer service number, but this is often not the best approach. The reason is simple – when you call customer service you will typically be speaking to an employee whose ability to solve your problem is somewhat limited. Customer service representatives may have some authority to fix common problems but in most cases they will not be able to solve complex problems without authorization.

And in a busy customer service center access to those higher levels may be limited by the sheer number of calls being received. Just consider that in a call center with a thousand employees there may be only a dozen or so supervisors available at any one time and you can see the problem. Calling customer service can be a good way to get simple problems resolved, but for more complex issues it may be best to go straight to the top.

Going straight to the top means sending a well written and courteous letter to the CEO of the company. Finding the contact information for the head honcho has never been easier, and many formerly unhappy customers have found that this approach works best.

Finding the name of the CEO is often as simple as checking the company’s website. Most major corporations, and many smaller organizations as well, have a presence on the web, and many of those company websites feature a tab for corporate information or investor relations. It is here that the names of the corporate officers, including the CEO, can be found. In many cases a mailing address for the company headquarters will be included as well.

It can be tempting to simply send an email, but a good old fashioned snail mail letter often works better. A letter seems to have a greater impact, and there is less chance of a physical letter being lost or misdirected.

When writing the letter, it is best to get to the point quickly. Point out the problem and ask for a fair resolution within the first couple of paragraphs. If you have been a loyal customer of the company in question, tell them so. Those men and women who run major corporations understand the value of a satisfied customer, and they will typically do whatever they need to do to keep that customer happy.

Be sure to include contact information when you compose your letter. Chances are good that you will receive a direct response to your complaint, either in writing or via a telephone call. You most likely will not hear directly from the CEO, but you will receive a response from someone with the authority to satisfy your needs.

Some people may think that writing a letter to the CEO in response to poor customer service at a retail outlet or store is overkill, but the truth is that the top managers of the company want to know when their companies are missing the mark. If they do not know about poor service in the field, they cannot do anything to resolve the situation. Going directly to the top helps everyone. The management of the company gets the information they need to improve the performance of their organization. You get a prompt and fair resolution to your problem. . And we all get better customer service in the long run.

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Written by: beconrad
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