Module-II

Letters
Agendas • Block Format
• Complaint Letters
• Adjustment Letters
• Letter of Request
Letters • Means of both intra and inter
communication
• Reflect our communication abilities
• Reflect the image of our company
• The preferred style of writing formal
letters is block format.
Formatting of Letter

•It should be printed on A4 sheet

•Leave 1” or 1.5” margins at the top or on both sides
•It has everything left-aligned
•Select business like font such as Times New Roman/ Arial/Caliberi
•One line space between all the components
•No indent
Essential Components of a Block Letter
• Writer’s Address
• Date
• Reader’s Address
• Salutation
• Body of the letter
• Complimentary Close
• Signature Block
 •Subject line

Optional •New Page Notation

•Writer’s/Typist Initials
Components of a •Enclosure Notation
Letter •Copy Notation
Block Format
Criteria to Write the
Following Types of Letters

1.Complaint Letters
2.Adjustment Letters
3.Letter of Request
1. Complaint Letters
•Discontent towards a product, service, person or company prompt us to write a
complaint letter.
•They are usually written in a formal style
•They are written concisely and talk about the most important points
•Use of positive words (Advantage, Contribution, Grateful, Effective so on)
•Use of positive verbs (Accomplish, Coordinate, Promote, Encourage so on)
•Use of positive Sentences
 Example:

Use of • We regret to inform you that we will not be able to

replace the screen of your TV unless we get the
Positive proofs of purchase (WRONG)
Sentences • When you provide us the proof of purchase, we will
be happy to replace the screen of your Plasma T.V.
(RIGHT)
 Composition of
Complaint Letters

To compose a Complaint Letter, we need to include:

•Introduction

•Discussion

•Conclusion
Introduction
• Politely state the problem
• Don’t be negative
• Be diplomatic
• Include supporting details (serial number, date
of purchase, invoice number, check numbers,
name of salespeople involved, receipts)
Discussion
• Explain in detail the problem experienced

• Be specific

• State clearly what is to be done and why

Conclusion

• End the letter on a very positive note

• Be Courteous
• Be Professional
• Establish Rapport with the Reader
• Include the contact details
• Share the suitable time you can be reached
Complaint Letter

Source: Gerson & Gerson

 • Response to letters of complaint
• Aim is to repair or prevent any damage to the
2. reputation
Adjustment • Use of "you attitude“
• Begin with a positive statement, expressing
Letters sympathy and understanding
• End with another positive statement about the
company and the product
 Adjustment Letters

have three different forms:

• 100% Yes- When we agree 100% with the writer of the complaint letter
• 100% No- When we disagree 100% with the writer of the complaint letter
• Partial Adjustment- When we agree with some of the writer’s complaints but
disagree with other aspects of the complaint
 100% Yes 100% No Partial Adjustment
Introduction State the Good News Begin with a buffer, a State the Good News
comment agreeable to both
reader and writer

Discussion Explain what Explain what happened, state Explain what happened, state
happened & what the Bad News and provide the Bad News and provide
the redear should do possible alternatives possible alternatives. what the
or what the company redear or the company plans
plans to do next to do next.

Conclusion End Upbeat and Resell (provide discount, Resell (provide discount,
positive coupons, follow-up contact coupons, etc.) to maintain
numbers & names, etc.) to goodwill.
maintain goodwill.
 100% YES
Adjustment Letter
 100% NO
Adjustment Letter
Partial Adjustment
Letter
3.Letter of Request

It is written to obtain information,

permission, favour, service or any
other matter which requires a polite
and humble request.
 To compose a Letter of Request, we need to include:
• Introduction- Explain politely & precisely what
your request is.
• Discussion: Demonstrate respect, gratitude & be

Letter of formal
Request • Conclusion: 1.Provide contact information.
2.Enclose documents to support your
request if applicable.
3.Mention the date when the answers
are to be needed.
Letter of Request
Thanks