Enriquez

Barroga
Carl
Jeelian
Kathleen
Lara

*Characteristics
* Features
* How to write effective letter
* What language level must be used
* What are the tips in writing the letter assigned

E: Good day everyone, welcome to another episode of our roundtable discussions where we call coffee
and talk business and we ask the committee of their thoughts and ideas about certain topics, aspects,
and issues with regards to our business.

I will be your moderator for today as I am of course your CEO as well. And from here on out, I’ll try to
listen to all your thoughts and your opinions with regards to the increasing number of complaints with
our products. Which, if I may put it gently, is truly alarming.

Mr. Barroga, as the head of the customer support could you please lead the team in creating a remedy
to the rising number of complaints of our customers with our products.

B: Oh of course po. Team, as you might know right now, we are facing a big problem on our company’s
reputation and fame. Most of you are aware and you do know in the business world it is important that
we give attention to our customers, and at times though it may seem unfortunate, we receive
complaints about our products or services we’ve rendered to them. Does anyone have something in
their mind that will help us ease our customer’s feelings?

C: Sir, if I may, if it comes to appeasing our customer’s feelings and complaints about our products. We
should create a re-evaluation on our procedures on our factories and counter-check them with what has
been the complaints of our customers. Then right afterwards, we’ll send them our adjustments letters in
response to their dissatisfaction with our products.

L: That’s right Carl, in this letter we should reiterate the facts of their claims that we have considered. If
they were right about our products, we’ll admit to the fault and extend our sincerest apology. However,
if the result does not say so, then we’ll gently tell them no, right guys?

K: Yes I do agree Lara. It is hard to say sorry and accept fault, but if they are right, acknowledging them
would be the right thing to do. And correcting our mistakes would be only very beneficial to our
company, as it would not only help us improve our process, but it would also help their satisfaction with
our company.

J: If I may add here though, ma’am and sir, if they were wrong on the other hand let’s still continue to
send these letters gently telling them “No” or that they were mistaken in a proper manner. I think that
would still help our customer’s satisfaction.
E: Great thoughts so far, team. I must have a great team for support. Well in that case let’s proceed with
the re-evaluation of the case. However, while the company is doing that, let’s establish these guidelines
on how we’ll effectively write these letters.

B: Team taking it from here I’d like to start ways on how we will effectively write this letter. First thing
we will do is that we will address it to the person who has filed complaint Let’s remember that this
person has been inconvenienced. Let us do our best to recognize his individual importance and value as
a human being and as our customer.

C: We can also add there the date of the original letter and recognizing what was his or her complaint.

L: Oh sir, we can also put there a bit of concern unto what troubles this inconvenienced has caused and
put a little bit of appreciation that he or she has written to us.

B. That is correct Carl and Lara. Those are great inputs, and we’ll definitely add those. Moving on, we’ll
establish our objective. If they are correct, in this part we inform them that these issues are now being
corrected and we are doing all that we can to fix the problem. However, if they were wrong, we gently
deny their request and cordially tell them we cannot grant it.

K: If we deny their request sir, can we, at least, try to offer some partial or substitute compensation to
reduce the sting of denial?

B: That is actually a great idea Kath, we can definitely do those things.

J: Sir, same as well, can we try to explain what happened with the product or service before we give the
customer a decision. Such as providing them a factual and respectful explanation to show customers
they are being treated fairly.

B. Yes, you are right Jeelian, we always have to explain that part of the resolution process first, so that
they won’t feel that they were neglected.

C: Sir before we close the letter, I think it is best that we conclude it cordially maybe even expressing
with confidence that we and the writer will still continue doing business.

L: Also, sir I suggest that we should express these things positively so that it does not seem suspicious.
Also it would be great if we convince them that their needs are always in our minds before ending it.

B: Again, great points to the both of you. We should always try our best to do these things positively as
we always consider their reactions with regards to how we act towards their complaints and feelings
about our products. In short, yes, we always keep the business-customer relation open, and try to as
much as possible do these things in a positive manner.

E: Alright I think all of your ideas are great. Mr. Barroga, I expect that you and your team will create a
comprehensive sum up on how we properly write our adjustment letters and submit it to me for
approval. I do feel like all of you have made great and compelling points, and all of that will be
considered. However, that is enough for today. Job well done to all of you, guys. That would be all for
today. Meeting adjourned.