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Outline
1.Identify the reason you’re writing. Avoid leaping into the details of the problem in the first sentence.
* I am writing to complain about…
I must complain in writing about the service at…Hotel.
*I have recently returned from …tour. I am very upset by the standard and organization of this tour. I have a number of comments about it that I would like to make.
2.Provide a fully detailed narrative or description of the problem. All the necessary details should be recounted in a logical order.
*There were a number of things wrong. First…Secondly..., Thirdly…, Finally,…In addition to this…
3.Suggest your solution. For example, you may ask for some kind of compensation. Do not threaten. Suggest why it is in the recipient’s best interest to grant your request: appeal to the recipient’s sense of fairness, desire for continued business. Do not imply that the company has no concern for the customer or that the recipient deliberately committed the mistake.
I feel that your company should consider an appropriate refund because of the bad service that was provided.
Read and translate the following letter of complaint:
Dear Sir,
I must complain in writing about the service at the Hotel International last month. I stayed at the hotel for a fortnight, and this was my fifth visit.
There were a number of things wrong. First, the new self-service arrangement at lunch was not what I expected. Secondly, the service at dinner was very slow. Thirdly, the general standard of service in the hotel was very poor. The receptionist always seemed extremely busy; the hotel porter was never available; and I thought that the floor waiter was rather rood.
I do not usually complain but, as an old customer, I am sure you will be interested in my comments.
Yours faithfully, John Crewe
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Adjustments
Replies to complaints are often called letters of “adjustment”. Some tips to remember:
Thank the person for informing you about the problem. Apologize.
Never blame a member of staff who works in the same organisation as you.
Always explain the cause of the problem. Say what action is being/has been taken.
Make some sort of special offer as compensation.
Outline
1.Acknowledge the receipt of complaint letter, thank for informing about the problem.
Thank you for your letter of… informing us that…
We are replying to your letter of… in which you told us that… Thank you for your letter of… I was sorry to hear that…
2.Explain the mistake.
This happened due to…
It is unusual for this type of error to arise, but…
3.After explanation you must put matters right as soon as possible. Tell your customer about the measures you are going to take to improve the situation.
I have thoroughly investigated your complaint… I will personally make sure that…
4. Closing
Once again let me say how much I regret the inconvenience the problem has caused you.
Finally, I’d like to say that this was an exceptional mistake and it is unlikely to occur again. I apologize once more for the troubles we caused you.
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Read and translate the letter the Hotel International wrote to Mr Crewe:
Dear Mr Crewe,
The Hotel International is always interested to hear the comments of its guests and we are glad that you have written to us.
I an extremely sorry that you found the service provided by the Reception, the Hall Porter, and the Floor Waiter not up to our usual standard. I apologize for this and will make enquiries about this.
This year you took your holiday in August, which is our busiest month. The self-service arrangement for lunch is always used in July and August. However, I regret that you had slow service at dinner.
I hope we will continue to receive your custom and that, if you have a complaint, you will inform my staff immediately so that we can deal with the problem there and then.
Yours sincerely,
Alan Rey
Manager
Exercises.
1.The following extracts are from two different letters, a letter making a complaint and a letter of reply, but they have got mixed up. Put them in the right order.
Letter of complaint |
Letter of reply |
1) When one of my guests arrived the waiter sat her at the wrong table. Later the same waiter split a few drops of red wine on another guest’s trousers. The final embarrassment was when the waiter presented the bill to one of my guests instead of me.
7) I had invited 4 clients to join me for lunch in your restaurant, where I had expected to receive the best service. Unfortunately, I have a number of complaints.
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2) As a token of our regret I enclose a voucher for an evening meal for 2 people and hope to welcome you personally in the near future.
3) I am writing to complain about the service I recently received in your restaurant.
8)I am afraid that we were experiencing staffing problems during this period and had an inexperienced waiter working in the restaurant. He has since left and we are happy to say that we now have only fully qualified waiters.
9)I feel that this not the professional service which I expect from a top restaurant and I know that you will wish to ensure that it does not happen again.
4)Yours sincerely Pierre Lancel Restaurant Manager
5)Yours faithfully Raymond Strang Sales Manager
6)Dear Sir/Madam
10)Dear Mr Strang
11)I was very sorry to hear about the problems you experienced in our restaurant on your recent visit.