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Selasa, 18 Januari 2011
COMPLAINT LETTER
Introduction
In the complaint letter, summarize the problem briefly, specifically, and clearly. Include all information basic to the problem or resolution such as complete names, addresses, phone numbers, full description of the product or service, dates, places, amounts, methods of payment, previous correspondence, and file numbers. Include enough detail so a previously uninvolved reader can understand what has happened, but do avoid irrelevant detail that will only obscure the real issues.
State the facts of your complaint in an organized, easy-to-follow format. A bulleted list is an effective way to give specifics. In most situations, a once-upon-a-time format is not an appropriate arrangement of facts or issues.
Decide what specific action you want and firmly stick with it. Don't sound wishy-washy in what you will accept as restitution.
Be firm about any agreed-upon deadline with regard to any delayed response you have been promised.
Sound factual, not emotional.
In the complaint letter, assume a confident tone about a suitable resolution. Avoid aggressive or sarcastic statements. Assume the reader will give you a fair deal until he or she proves otherwise.
If follow-up letters become necessary to gain the reader's cooperation, become stronger in stating your next course of action while maintaining an objective tone.
Be sure to attach any necessary documentation for your claims such as invoices, receipts, canceled checks, order numbers, authorizations, and so forth.
EXAMPLE
Dear Sara,
One of my employees, Collin Powers, attended your June 6 class in St. Louis and was very disappointed with the quality of the course. Specifically, the content did not match the course outline in your advertisements. Although the agenda listed three topics having to do with conflict resolution, less than half an hour was spent addressing those issues. Additionally, the instructor’s knowledge was inadequate to deal with the technical questions from the class. I spoke to the instructor briefly at the end of the class, and he agreed the questions and customer situations brought up in class were beyond his experience. In light of the expectations raised by your course announcement, I think we are entitled to a refund of our $350 registration fee. A copy of that registration form is attached. Should you need to discuss the class situation with me or Mr. Powers in more detail, you may reach us at 123-4567.
One of my employees, Collin Powers, attended your June 6 class in St. Louis and was very disappointed with the quality of the course. Specifically, the content did not match the course outline in your advertisements. Although the agenda listed three topics having to do with conflict resolution, less than half an hour was spent addressing those issues. Additionally, the instructor’s knowledge was inadequate to deal with the technical questions from the class. I spoke to the instructor briefly at the end of the class, and he agreed the questions and customer situations brought up in class were beyond his experience. In light of the expectations raised by your course announcement, I think we are entitled to a refund of our $350 registration fee. A copy of that registration form is attached. Should you need to discuss the class situation with me or Mr. Powers in more detail, you may reach us at 123-4567.
Sincerely,
Ann
