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Complaint Letters

Complaint Letters. Purpose. To inform a company/person of your dissatisfaction To request a remedy to a problem. Tone. Tone is the attitude you take with your audience. Complaints should NEVER be angry, frustrated or argumentative

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Complaint Letters

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Presentation Transcript

  1. Complaint Letters

  2. Purpose • To inform a company/person of your dissatisfaction • To request a remedy to a problem

  3. Tone • Tone is the attitude you take with your audience. • Complaints should NEVER be angry, frustrated or argumentative • You may need to wait a day to write the letter if you need time to cool down • You catch more bees with honey than vinegar • You’ll only get what you want if you’re nice about it.

  4. When to write • Consumer products • Products damaged when delivered, product misrepresented by advertising, missing parts, defective materials, etc • Services • Incomplete service, rudeness, poor workmanship, negligent treatment

  5. Who to Write to? • Write to whomever can fix the problem, or would be responsible for reprimanding those who gave you poor service • Customer Relations Department • If big company • Managers • Owners

  6. What to include? • The facts– 5 W’s • WHO was involved • WHAT exactly happened • WHERE the issue occurred • WHEN the issue occurred • WHY you are unhappy • Ask for what you want– • Be reasonable • A refund, replacement, or an apology are all acceptable

  7. Format • Intro Paragraph • Introduce yourself and your relationship with company • Summarize issue

  8. Format • Body Paragraph • Detail the events of the complaint. • Include as many dates/times as possible. • Be descriptive, but brief. • Provide supporting evidence • Send copies of your original receipt, warranty, or canceled check. • Take and send pictures of the damaged item, or if the item is small enough, include the item in the mail. • Include the list of what is sent under your signature, along with the title “Enclosures:”

  9. Format • Closing Paragraph • Request remedy that you feel is appropriate for the situation. • End on a positive note about the future.

  10. Sample

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