Financial Analysis of Nestle
Unit 7. Complaint and Adjustment Letters
Part 1. Complaint Letters
Exercise 1. Read the texts and tell your partner how to write complaint letters. Complaint letters A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters. The complaint may be so complex that a phone call may not effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary. 1. In the letter, identify early the reason you are writing — to register a complaint and to ask for some kind of compensation. Avoid leaping into the details of the problem in the first sentence. 2. State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. (It may be more tactful and less antagonizing to delay this statement in some cases). 3. Provide a fully detailed narrative or description of the problem. This is the "evidence." 4. Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your requested should be granted. 5. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten. Find some way to view the problem as an honest mistake. Don't imply that the recipient deliberately committed the error or that the company has no concern for the customer. Toward the end of the letter, express confidence that the recipient will grant your request. Exercise 2. Translate and analyze the example complaint letter.
Ellen Johnson Office Furniture Store 1920 Southeast Hulsizer
Part 1. Complaint Letters
Exercise 1. Read the texts and tell your partner how to write complaint letters. Complaint letters A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters. The complaint may be so complex that a phone call may not effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary. 1. In the letter, identify early the reason you are writing — to register a complaint and to ask for some kind of compensation. Avoid leaping into the details of the problem in the first sentence. 2. State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. (It may be more tactful and less antagonizing to delay this statement in some cases). 3. Provide a fully detailed narrative or description of the problem. This is the "evidence." 4. Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your requested should be granted. 5. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten. Find some way to view the problem as an honest mistake. Don't imply that the recipient deliberately committed the error or that the company has no concern for the customer. Toward the end of the letter, express confidence that the recipient will grant your request. Exercise 2. Translate and analyze the example complaint letter.
Ellen Johnson Office Furniture Store 1920 Southeast Hulsizer