Professional Documents
Culture Documents
4 - Complaint & Reply Letter
4 - Complaint & Reply Letter
NBWU 2082
22/11/18 WORKPLACE COMMUNICATION SKILLS
COMPLAINT LETTER
2
¤ Late delivery
¤ Damaged goods
¨ But if you are still not satisfied you will need to put
your complaint in writing.
¨ Address your letter to the Customer Service
Manager, and if possible find out his/her name so
that you can address the letter personally.
d) In your letter:
§ Describe the item or service you bought
§ Say where and when you bought the item (or
when the service was carried out) and how
much it cost
§ Explain what is wrong, any action you have
taken, to whom you spoke and what happened
§ Explain what you expect to be done to rectify
the situation, for example a refund or repair, or
the job done again without charge
Salutation
Heading/ Title
1. INTRODUCTION
2. DETAILS
4 POINT PLAN
3. RESPONSE or ACTION
4. CLOSE
Complimentary close
Signature
13 NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 22/11/18
Name
4 POINT PLAN for COMPLAINT LETTER
14
• Appropriate closing
4
Salutation
Heading/ Title
1. INTRODUCTION
2. DETAILS
4 POINT PLAN
3. RESPONSE or ACTION
4. CLOSE
Complimentary close
Signature
18 NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 22/11/18
Name
4 POINT PLAN for REPLY to COMPLAINT LETTER
19
• Appropriate closing
4
Reasons for On opening the parcel received this morning I found that it
dissatisfaction contained 12 copies of History of Music by the same author. I
regret that I cannot keep these books as I have an adequate
stock already. I am therefore returning the books by parcel
post for immediate replacement, as I have several customers
waiting for them.
Action
Please credit my account with the invoiced value of the
requested returned copies including reimbursement for the postage cost
of RM17.90
¨ Openings
i. The goods we ordered from you on… have not yet
been delivered.
ii. We have received a number of complaints from
several customers regarding the… supplied by you
on…
¨ Closes
i. Please look into this matter at once and let us know
the reason for this delay.
ii. We hope to hear from you soon that the goods will
be sent immediately.
iii. I hope to receive a complete refund soon
iv. I look forward to receiving your explanation of these
matters.
v. I look forward to receiving your payment.
vi. I look forward to hearing from you shortly.
¨ Openings
i. We are concerned to learn from your letter of…
that the goods sent under your order number … did
not reach you until…
ii. I am sorry that you have experienced delays in the
delivery of…
iii. I am very sorry to hear about… in your letter of..
iv. Thank you for your letter of …, which has given us
the opportunity to rectify a most unfortunate
mistake.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 22/11/18
Useful Expressions (Replies to Complaint)
37
¨ Closes
i. We assure you that we are doing all we can to
speed delivery and offer our apologies for the
inconvenience this delay is causing you.
ii. We hope you will be satisfied with the arrangements
we have made.
iii. We regret the inconvenience which has been caused
in this matter.
iv. Thank you once again for taking the time to write to
us.
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 22/11/18