Dear Harmeet,
If you read my post again you will find that my emphasis is on fixing the process flaw and not on employee training. Yes, employee training is important but then customer dissatisfaction has happened because of process flaw.
Let me quote example from hospitality industry. Prominent hospitality groups like Taj, ITC, Oberoi etc select the cream from the hotel management institutes. Their selection standards are very high. Further they are trained internally. Nevertheless, guest dissatisfaction happens in their hotels and bear brunt of guest's emotional outburst.
Now does it mean that these hoteliers start educating their guests on how to manage emotions? Look, we have world-class staff, world-class organisation culture etc. yet you yell at us. Can they say like this? We have to take these things in our strides, take a lesson and move on.
Just last evening, my broadband connection was not working. I called the call centre. When I was explaining my problem of internet, lady interrupted me and started questioning whether I have given application for shifting of my telephone etc. For a moment, I too got angry and told her to first listen what I say. Should this thing happen in a company that provides broadband services all over India? But then staffs do commit mistake.
Customer's outburst is a result of his/her dissatisfaction. Therefore, to fix the dissatisfaction, remove the root cause. Not that I am averse in providing you draft of letter. That anyway I have done dozen times on this forum. But then somehow I am not convinced. Your case gives a feeling that you wanted to apply soothing balm on the emotionally wounded employee by issuing letter to your customer.
Let us see what other senior members say.
Thanks,
Dinesh V Divekar