Complaints and adjustments

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Complaints and Adjustments (responding to a complaint - apologizing)

There may be times when you need to write or respond to a letter of complaint. There are some things that you need to consider before you write. When sending a letter of complaint you will need to decide whether it is appropriate to fax, e-mail or write a letter. The medium you use is likely to depend on the nature and seriousness of the complaint. Some complaints, e.g. a mistake about a small payment or the number of goods dispatched, can be faxed or e-mailed. However, for larger or more serious complaints a letter should be used.

A. Language

1. You do not need to apologize for the need to complain as this may weaken your case. If you are responding to a complaint and you were wrong then you do need to apologize.

2. Try to avoid language like:

- we regret to inform you...,

- I am sorry to have to write to you about.... .

3. Start by using expressions like:

- We would like to inform you...

- I am writing to complain about...I am writing to apologize for...

- I am writing with reference to order no. 123, which we received yesterday...I am writing in regards to....

4. Avoid using emotional language. Terms that should not be used in business writing:

- disgusted

- infuriated

- amazed

5. You can express your dissatisfaction by saying:

- this is the third time this mistake has occurred and we are far from satisfied with the service you offer.

- Unless you can fulfill our orders efficiently in the future we will have to consider changing to another supplier.

- Please ensure that this sort of problem does not arise again.

6. Do not be rude. This applies to both writing a complaint and responding to complaints. You want to encourage co-operation not antagonize the person that you are trying to deal with.

a. Avoid expressions like:

- You must correct your mistake as soon as possible.

- You made an error on the statement.

This can also be achieved by using passive and impersonal structures. For example:

- The mistake must be corrected as soon as possible.

- There appears to be an error on the statement.

b. Do not use words like fault (your fault, our fault) or blame (you are to blame, we blame you). If you think you know how the mistake was made, you may politely point this out and if you know how the mistake can be corrected, let the person know.

c. If you are responding to a complaint that appears to be unjustified, you can be firm but polite. Even if you deny responsibility, you should always try to give an explanation of the problem.

- We have closely compared the articles you returned with our samples and can see no difference between them. Therefore, in this case we are not willing either to substitute the articles or to offer credit.

d. When closing your letter it is useful to mention that the mistake, error, or fault is an exception, and it either rarely or never happens. You should also, of course, apologize for the inconvenience your customer experienced.

B. Some things to remember when you write:

When you need to write a letter of complaint.

Remember

Before you complain, make absolutely sure that you have all of the facts.
Be prompt. Write a soon as you have noticed the mistake.
Never make the complaint personal.

There may also be times when you have to respond to a letter of complaint.

Remember

Always be polite.
If the complaint is unjustified remember that anyone can make a mistake.
Acknowledge that you have received the complaint, and thank the person/customer for informing you.
If you need time to investigate the complaint, tell the person.

C. Complaints and Adjustments- Activities

Formal and Informal Language.

All of the sentences below could be used in complaints, or replies to them. Match the sentences in column A with the

sentences in column B with similar meanings. Then put a mark next to the sentences which are most suitable for

business correspondence.

Column A

Column B

1. You should put it right.

2. Please ensure that the problem does not arise again.

3. In this case we are not responsible for the error.

4. Please could you send us a refund.

5. We're sorry about the muddle.

6. We're planning to buy from someone else.

7. Your machine doesn't work.

8. I regret that in this case we are unwilling to offer a refund.

a. We want our money back.

b. We would be grateful if you could correct the error.

c. We apologise for the confusion.

d. We will have to consider changing to another supplier.

e. There appears to be a defect in the mechanism.

f. We're not giving you your money back.

g. This time it's not our fault.

h. Make sure it doesn't happen again.

When you are finished you may check your answers here: complaints and adjustments activity answers

ASSIGNMENT

You have ordered some products from a company. You are excited as they have finally arrived. However, you find that one of the products is not what you ordered while the other one does not fit properly (clothes) or does not work properly.

Write an e-mail to the company explaining the situation and requesting some action (either a refund or a replacement product)
You are working in a company in the customer services and have just received a complaint from a customer about a product. Write a reply to the customer.
Don't forget to write a reflective journal entry for this week.