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Complaint Letters, Study notes of Business

Business

Write a letter of complaint. Include all relevant details. State what you think should be done about the situation. Response. You are employed in the customer ...

Typology: Study notes

2021/2022

Uploaded on 08/05/2022

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Complaint Letters
When writing a letter of complaint:
• explain the reason for your complaint and include relevant details
• tell the reader how you are expecting him/her to resolve the issue
• state why you think your request should be granted
When responding to a letter of complaint:
• begin by acknowledging that the letter of complaint was received, and include the date. You can use phrases
like:
Thank you for your letter dated …
, or
This is in response to your letter of complaint dated …
or
I am
responding to your letter of complaint dated …
• summarize the nature of the complaint as you understand it
• if appropriate, include a statement of apology. For example:
We apologize for the problems you had with …
or
We are very sorry that …
• include an explanation of how you have solved (or will solve) the problem in the body of the letter. For
example:
I have asked the salesperson to refund your money as soon as possible
.
1Write a letter of complaint for one of the situations below. Exchange your letter with a partner and
write a response to his/her letter.
Situation 1
Complaint
You have been having problems with your cable TV service. You called the company and asked them
to send a technician to look at it. The technician did not arrive at the scheduled time, and when he did
arrive two hours late, he said he could not do the repair. Write a letter of complaint. Include all relevant
details. State what you think should be done about the situation.
Response
You are employed in the customer service department of a cable TV company. You have received
a complaint from a customer. Respond to the complaint.
Situation 2
Complaint
You would like to cancel a magazine subscription that you have had for the last three years. You called
the subscription department and told them to cancel the subscription, but they did not. You have a
charge on your credit card statement for the renewal.
Response
You work for a magazine publishing company. You have received a letter of complaint from one of your
subscribers. Respond to the complaint. Write a letter to the customer apologizing for the mistake and
telling him/her how you will solve the problem.
LINC 7 Chapter 2 |Business Writing 217
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Complaint Letters

When writing a letter of complaint:

  • explain the reason for your complaint and include relevant details
  • tell the reader how you are expecting him/her to resolve the issue
  • state why you think your request should be granted When responding to a letter of complaint:
  • begin by acknowledging that the letter of complaint was received, and include the date. You can use phrases

like:Thank you for your letter dated …, orThis is in response to your letter of complaint dated … orI am

responding to your letter of complaint dated …

  • summarize the nature of the complaint as you understand it
  • if appropriate, include a statement of apology. For example:We apologize for the problems you had with … or

We are very sorry that …

  • include an explanation of how you have solved (or will solve) the problem in the body of the letter. For

example:I have asked the salesperson to refund your money as soon as possible.

1 Write a letter of complaint for one of the situations below. Exchange your letter with a partner and

write a response to his/her letter.



Situation 1 Complaint You have been having problems with your cable TV service. You called the company and asked them to send a technician to look at it. The technician did not arrive at the scheduled time, and when he did arrive two hours late, he said he could not do the repair. Write a letter of complaint. Include all relevant details. State what you think should be done about the situation. Response You are employed in the customer service department of a cable TV company. You have received a complaint from a customer. Respond to the complaint.

Situation 2 Complaint You would like to cancel a magazine subscription that you have had for the last three years. You called the subscription department and told them to cancel the subscription, but they did not. You have a charge on your credit card statement for the renewal. Response You work for a magazine publishing company. You have received a letter of complaint from one of your subscribers. Respond to the complaint. Write a letter to the customer apologizing for the mistake and telling him/her how you will solve the problem.

L I N C 7 Chapter 2 | Business Writing 217

Grammar in Context: Articles

1 Fill in the blanks with definite or indefinite articles (the,a, oran). If no article is needed, put

in the blank.

2 Write a letter in response to the complaint. Proofread your letter and exchange with a partner

for peer-editing.

3  Search the Internet for activities or instructions about the use of articles. Review three websites

that offer practice activities. Choose your favourite website and in small groups, present reasons

you like it.

Possible search terms:grammar + articles practice; articles + exercises

Dear Mr. Lipias: I am writing to express my dissatisfaction with summer camp program at Caukley Recreation Center this year. My daughter first attended this camp about four years ago and loved it! children did a lot of fun activities and my daughter had wonderful time. However, in last two years I have seen program at Caukley slowly deteriorate. My first complaint is about swimming schedule. camp offers two hours of swimming three or four times a week. It seems that on most days, that time period is shortened by sometimes as much as half an hour as form of punishment because some children are misbehaving. All of children are made to sit against the wall in pool area for 30 minutes while counsellors are in pool having fun themselves. This is completely unacceptable. I am also unhappy with programming offered at camp this year. In previous years, children did lot of arts and crafts. During four weeks that my daughter spent at camp this year, she only did art once when someone from outside organization came to Caukley. And my final complaint involves behaviour of one of counsellors named Sandy. My daughter told me that this particular counsellor was going through children’s lunches looking for leftover snacks in afternoon because she was hungry. My daughter said that counsellor went into her bag without asking her permission. This is extremely unprofessional behaviour. I am very unhappy with Caukley camp this year and I would like to have my money refunded. I trust you will give this matter your immediate attention and I look forward to hearing from you soon. Sincerely,

o

218 Chapter 2 | Business Writing L I N C 7