Complaint letters and response--two assignments and potential bonus
Goals:
able to use appropriate format
able to use appropriate tone
able to develop content
*You have two complaint letters to write--one where I have given you the basic problem information--and one where you supply all the details (We will use this second letter as bonus points. So, do it or not as your time allows).
*You also have a response to a complaint letter to write.
*Total two or three letters.
*I have attached my complaint to Tru-Green and a podcast.
Background information: Complaint letters can be ARE very difficult. You must remember to include all the details and facts pertaining to the situation. Companies respond to facts, not emotions. When the person you are writing to reads your letter, you want him/her to take a walk in your shoes and personally experience the problem you had. Do not leave any pertinent facts out of the letter. You also must tell them directly what you expect them to do to remedy the situation. Remember, you are demanding a resolution to the problem not just a chance to whine. The chapter in your text entitled "Correspondence" has comments and examples.
Responding to a complaint letter can be just as tricky. You, as a business representative, have to respond to complaint balancing both the company's interests and the complainant’s needs. As the responder, you want to put yourself in the complainant’s shoes and fix the problem based on what you would want done. This especially true if the complainant has not specified a clear resolution. (Which would be a poor complaint that you will not be guilty of writing, correct :) )
THE CAVEAT to that last statement is that you must also protect your company from legal ramifications. Therefore, just saying that you were wrong might not be the best way to phrase your answer. I return to your garage and complain that your X destroyed my car. You cannot simply say gee sorry lady. If you do, you will be buying me a new car. You would need to say something closer to --"We will need to look at your car and see if the X was the problem. If not you may need to work with your normal maintenance person." As the car owner, I am instantly suspicious that you will immediately declare the X was not the problem and you will refuse to pay the damages. However, the X truly might not have caused the problem. You do not just immediately say that you will fix my car (or in any other way instantly claim responsibility).
Filing a Complaint Letter
Please note that section does not equal paragraph. You may need more than one paragraph in each section.
1st section-- Identify the problem This section should identify what you are saying to the reader. If it is a misdiagnosis by the hospital, then begin with the date you sought help and the problems that occurred. If you placed an order and received the wrong merchandise; then begin with the date the order was placed. Detail out exactly what you ordered, when, and how (phone, website, email, order form, etc). If you know who you talked to state the name, it will help the company look up the order.
On December 1, 2007, I ordered Speedy Runner Shoes,” “I went to the emergency room at St. Elizabeth Hospital on December 1, 2007, due to stomach pains” Please note there may well be a gap in time between event and complaint. The reasonableness of the time gap varies by the incident. In either of the two cases above seven months seems a bit long, but may be justifiable. If you went to Beijing with the shoes, you may not have been able to contact them until you returned. If the misdiagnosed stomach pains led to a long serious illness, you may just now be physically able to contact the hospital. You are probably also in contact with an attorney.
2nd section-- Explanation This part should explain, in detail, the event and the problem that occurred. Do not leave out any important details. Remember, businesses respond to facts, not emotions. Give any important dates, descriptions, and anyone you consulted at the company concerning this problem. The more detailed you are, the more effective response you will receive.
3rd section-- Expectation In this section, express to the reader what you expect to be done after they read this complaint. Be generous, but firm. You will not get what you want unless you ask for it. Also, be reasonable. You cannot expect to be reimbursed more than what you paid, or given future visits to the hospital free. Businesses are more likely to respond to reasonable requests, especially since you have just proven your point in the paragraph(s) above.
Assignment Letters:
You are Oliver Twist owner of the Olde Curiosity Shop in London. You are complaining because:
a. your order (# 3579246) was three months late,
b. when you finally stopped getting delay notices and received the watches the order was considerably short of the number ordered,
c. the quality is not up to the standards specified in the contract, people keep returning the watches within a week,
d. the poor quality has terribly damaged your customer relations,
e. and Fagan’s actions have cost you the peak tourist season in London. Therefore, you estimate that you have lost over $6,000 in sales.
Bonus letter Use a real complaint you have had with a company, car dealer, etc. Bonus is five points.
Be sure your request (s) are clear. Do not simply whine-- seek remedies.
__________________________________________________________________
Responding to a Complaint Letter
1st section: Recognize the problem, and if, and only if, appropriate apologize for the inconvenience. Explain that your company takes a complaint very seriously and strives to minimize problems. Also, personalize the letter. You do not want the letter to look like a copy of something you send to everyone with a complaint.
2nd section: This part should seek to restore a positive relationship with your customer. More than likely, the customer asked for a refund, a different order, or other similar request. Stress how important your customers are to you, and explain how you wish to repair any problems they had. You may need to offer a refund, or some other merchandise.
However, people often request compensation your company cannot or will not make. You need to handle these requests carefully. Never just admit liability. First, investigation may show you are not liable or not totally liable. Second, you would be opening your company up to potentially unreasonable demands.
3rd section: Once again, let the customer know your appreciation for writing about the problem they had. In this section, you want to be positive and forward looking.
Assignment
Respond to Oliver Twist’s complaint.
Grading for the letters
45% content
20% format
35% grammar, spelling, logic
