BAD

MESSAGE
LETTERS
Writing them professionally
 At the end of the lesson,

“ you will be able to:

▪ Identify contents of Complaints,

Claims and Adjustments

▪ Organize the content for

Complaints, Claims and
Adjustments

2
 Business transactions go wrong?

▪ Informing dissatisfactions
Complaint
▪ Does not necessarily require
direct action(s) Adjustments

Response from the company

Claim
▪ Require direct action(s)
▪ Promptly

Response from the customers

3
COMPLAINTS
How to express clearly and professionally

1
CONTENT FOR COMPLAINTS

Follow the Four-Point Plan:

INTRODUCTION
DETAILS
(Expected) RESPONSE/ACTION
CLOSE

5
CONTENT FOR COMPLAINTS
PARAGRAPH #1 - INTRODUCTION

▪ Your name, purpose, and brief background of the complaint

- Reference number/detail

- Date and location (situation)

6
CONTENT FOR COMPLAINTS
PARAGRAPH #1 - INTRODUCTION

To whom it may concern,

My name is Arish Muhamad and I am writing to you to express my

dissatisfaction to the situation happened at your Segamat outlet on 8th
December.

Details

7
CONTENT FOR COMPLAINTS
PARAGRAPH #2 – DETAILS

• Explain the problem clearly

• What have you done so far to resolve it (if applicable)

8
CONTENT FOR COMPLAINTS
Action done
PARAGRAPH #2 – DETAILS
Explanation

On that day, I received the wrong order for my meal and asked one of the
staffs to change it. However, the staff informed me that I needed to pay for that
meal only for the fact that I have placed my spoon inside the bowl. Not to
create any commotion, I decided to pay for both meals.

9
CONTENT FOR COMPLAINTS
Action done
PARAGRAPH #2 – DETAILS
Explanation

On that day, I received the wrong order for my meal and asked one of the
staffs to change it. However, the staff informed me that I needed to pay for that
meal only for the fact that I have placed my spoon inside the bowl. Not to
create any commotion, I decided to pay for both meals.

10
CONTENT FOR COMPLAINTS
PARAGRAPH #2 – DETAILS
Explanation

On that day, I received the wrong order for my meal and asked one of the
staffs to change it. However, the staff informed me that I needed to pay for that
meal only for the fact that I have placed my spoon inside the bowl. Not to
create any commotion, I decided to pay for both meals.

Action done
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CONTENT
CONTENTFOR
FORCOMPLAINTS
COMPLAINTS
PARAGRAPH #3 – EXPECTATION (RESPONSE/ACTION)

• Any action/response FROM the company to resolve the issue

I am not asking for any refunds or special promotions from this. I only want to
bring this to your attention as to advise your staffs to check the meals first
before serving them to the customer.

12
CONTENT
CONTENTFOR
FORCOMPLAINTS
COMPLAINTS
PARAGRAPH #3 – EXPECTATION (RESPONSE/ACTION)

• Any action/response FROM the company to resolve the issue

I am not asking for any refunds or special promotions from this. I only want to
bring this to your attention as to advise your staffs to check the meals first

before serving them to the customer.

Expectation
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CONTENT
CONTENTFOR
FORCOMPLAINTS
COMPLAINTS
PARAGRAPH #4 – CLOSING

• Provide professional closure

Hope that this issue will not happen again.

Hope that you will take this matter seriously.

14
CONTENT
CONTENTFOR
FORCOMPLAINTS
COMPLAINTS

Follow the Four-Point Plan:

INTRODUCTION
DETAILS
(Expected) RESPONSE/ACTION
CLOSE

15
FOR CLAIMS/REFUND

Only slight difference with

complaint letters

https://www.accc.gov.au/consumer
s/complaints-problems/write-a-
complaint-letter

16
ADJUSTMENT LETTERS
How to RESPOND professionally

1
CONTENT FOR ADJUSTMENTS

Follow ARC:

ACKNOWLEDGEMENT

RESPONSE/ACTION

CLOSE

18
CONTENT FOR ADJUSTMENTS
PARAGRAPH #1 – ACKNOWLEGDE

- Validate and apologize (maintain goodwill)

- Mention the details

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` CONTENT FOR ADJUSTMENTS
Details
PARAGRAPH #1 - ACKNOWLEDGE
Validation

Dear Mr. Arish,

This is in reference to your complaint letter dated XXX. We apologize and truly
sympathize of the inconvenience caused by us on that day regarding your meal.

20
` CONTENT FOR ADJUSTMENTS
PARAGRAPH #1 - ACKNOWLEDGE
Validation

Dear Mr. Arish,

Details

This is in reference to your complaint letter dated XXX. We apologize and truly
sympathize of the inconvenience caused by us on that day regarding your meal.
Details

21
` CONTENT FOR ADJUSTMENTS
PARAGRAPH #1 - ACKNOWLEDGE

Dear Mr. Arish,

This is in reference to your complaint letter dated XXX. We apologize and truly
sympathize of the inconvenience caused by us on that day regarding your meal.

Validation

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CONTENT FOR ADJUSTMENTS
PARAGRAPH #2 – RESPONSE/ACTION

• Follow the demands, if rational

Expected demands ✔️
• No demand, provide a gift

• Be diplomatic
No demands ❌ • Explain politely
• What can be done instead
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CONTENT FOR ADJUSTMENTS
PARAGRAPH #2 – RESPONSE/ACTION

Much to our concern, the staff mentioned is still a trainee and others were not
aware of the situation. We will advice our staffs at the outlet on what can be
done better.

We do realize that this is a very serious matter and for that, we would like to
gift you a RM30 voucher to be used in all of our outlets in Malaysia.

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CONTENT FOR ADJUSTMENTS
PARAGRAPH #3 – CLOSURE

We assure you that this will not happen again and we hope that you will still
continue to support our business.

https://www.doctemplates.net/writing-adjustment-letter-formats/
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CONTENT FOR ADJUSTMENTS

Follow ARC:

ACKNOWLEDGEMENT

RESPONSE/ACTION

CLOSE

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 ⚠️ Take note!

▪ Do not OVER-explain
▪ Customer – Focus on the issue/situation
▪ Company – Focus on the resolution

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 At the end of the lesson,

“ you will be able to:

▪ Identify contents of Complaints,

Claims and Adjustments

▪ Organize the content for

Complaints, Claims and
Adjustments

28