7407.Letters Resource

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Business Letter WritingA. Complaint letter: Good complaints letters with the following features tend to produce better

outcomes:

1. Concise letters can be understood quickly.2. Authoritative letters - letters that are well written and professionally presented - have more credibility

and are taken more seriously.3. Factual letters enable the reader to see immediately the relevant details, dates, requirements, etc., and to

justify action to resolve the complaint.

4. Constructive letters - with positive statements, suggesting positive actions - encourage action and quickerdecisions.

5. Friendly letters - with a considerate, cooperative and complimentary tone - are prioritised because thereader responds positively to the writer and wants to help.

These complaints methods are based on cooperation, relationships, constructive problem-solving, and are

therefore transferable to phone and face-to-face complaints.

Complaints letter Examples

1. faulty product(use letterhead paper showing home/business address and phone number)

name and address (for example to a service manager)

date

Receivers address

Dear Sir / Madam

Subject: Faulty (xyz) product

I'm afraid that the enclosed (xyz) product doesn't work. It is the third one I've had to return this month

(see attached correspondence).

I bought it from ABC stores at Newtown, Big County on (date).

I was careful to follow the instructions for use, honestly.

Other than the three I've had to return recently, I've always found your products to be excellent.

I'd be grateful if you could send a replacement and refund my postage (state amount).

I really appreciate your help.Yours faithfully

signature

J Smith (Mrs)

Enc.

2. poor service(use letterhead paper showing home/business address and phone number)

name and address (for example to a service manager)

date

Receivers address

Dear ..Subject: Outstanding service problem - contract ref (number)

I really need your help with this.

Your engineer (name if appropriate) called for the third time in the past ten days to repair our (machine

and model) at the above address, and I am still without a working machine.

He was unable to carry out the repair once more because the spare part (type/description/ref) was

again not compatible. (I attach copies of the service visit reports.)


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Your engineers have been excellent as always, but without the correct parts they can't do the job

required.

Can I ask that you look into this to ensure that the next service visit, arranged for (date), resolves the

matter.

Please telephone me to let me know how you'd like to deal with this.

When the matter is resolved I'd be grateful for a suitable refund of some of my service contract costs.

I greatly appreciate your help.

Yours sincerely

signature

J Smith (Mrs)

Enc.

3. When you write a letter to a retailer or service provider it is important to be clear, concise andto stick to the facts of your complaint. It may be useful to give a deadline for response to your

letter. You may find the following sample letter useful when writing a letter of complaint

Your postal address e.g.

123 Euro Drive,

Hillcrest,

Co DublinTel 01-3456789

[Date your letter and keep a copy]

Ms J Goodbody,

Customer Service,

Jolly's Dept Store,

Dublin 7

[The person (usually the supervisor, manager or customer service officer) to whom you are complaining -

get the person's name if possible]

Dear Goodbody,

I bought a jacket in your shop two weeks ago. It cost 100 euro. I enclose a copy of the receipt.

[Include details and evidence of purchase]

The sales assistant told me the jacket was waterproof but when I went out walking in the rain I got wet.

When I returned to the shop to look for a refund, I was told it was two weeks since I bought the jacket

and that the most he could offer me was a credit note or exchange. I do not want another jacket as I do

not want the same problem again and there is nothing else in the shop I want either.

I am very unhappy about this. I would like you to arrange a full refund to me. I would appreciate a reply

within fourteen days from today.

[Let the retailer know what you want them to do - give them a reasonable deadline]

Yours sincerely,

[Include your full name so they can reply]

Joe Murphy Senior


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4. customer service response letter to a customer complaint - exampleDear.........

Subject: Reference no.

I am writing with reference to (situation or complaint) of (date).

Firstly I apologise ('apologize' in US) for the inconvenience/distress/problems created by our

error/failure.

We take great care to ensure that important matters such as this are properly

managed/processed/implemented, although due to (give reason - be careful as to how much detail you

provide - generally you need only outline the reason broadly), so on this occasion an acceptable

standard has clearly not been met/we have clearly not succeeded in meeting your expectations.

In light of this, we have decided to (solution or offer), which we hope will be acceptable to you, and

hope also that this will provide a basis for continuing our relationship/your continued custom.

I will call you soon to check that this meets with your approval/Please contact me should you have any

further cause for concern.

Yours..

5. Response letterFortune Goods

317 Orchard Road

Singapore

23 October 2012

Sales Manager

Everlong Batteries

171 Choi Hung Road

Hong Kong

Dear Mr Choi

Re. Order No. 768197

I am writing to inform you that the goods we ordered from your company have not been

supplied correctly.

On 16 October 2012 we placed an order with your firm for 12,000 ultra super long-life

batteries. The consignment arrived yesterday but contained only 1,200 batteries.

This error put our firm in a difficult position, as we had to make some emergency purchases to

fulfil our commitments to all our customers. This caused us considerable inconvenience.

I am writing to ask you to please make up the shortfall immediately and to ensure that such

errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.

I look forward to hearing from you by return.

Yours sincerely

J. Wong

Purchasing Officer


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6. Response letterFlat 303 Lucky Mansions

856 Cheung Sha Wan Road

Cheung Sha Wan

Kowloon

22 October 2012

The Administrative Officer

Exhibition Services

Exhibitions International

33 Kadoorie Avenue

Kowloon

Dear Sir/Madam

Subject: ______________

I attended your exhibition Sound Systems 2012 at the Fortune Hotel from 12 - 15 October and found

it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of

organisational problems. I explain each of the problems below.

Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but

I found the facility totally unworkable. Even after spending several wasted hours trying to register in

this way, the computer would not accept my application. I eventually succeeded in registering by

faxing you.

Secondly, the exhibition was held at one of Hong Kong's most prestigious hotels, but frankly the

venue was better suited to a medium-sized business conference than to a large exhibition open by

registration to the public. The lack of space led to serious overcrowding in the venue, particularly at

peak visiting times (i.e. lunch times and early evening). On one or two occasions I was also seriously

concerned about the physical safety of attendees.

The final point I want to make concerns product information. It is very enjoyable to see and test a

range of excellent sound systems, but it is also important to be able to take away leaflets on

interesting products, so that more research can be done before deciding which system to buy.

However, by the time I attended the exhibition all the leaflets had been taken.

Could I please ask you to look into these matters - not only on my behalf but also on behalf of other

attendees, and in fact on behalf of your company, too.

I look forward to hearing from you.

Yours faithfully

Michael Leung

B. When writing an application letter you should include:First Paragraph: Why you are writing - mention the job you are applying for and where you found thelisting.

Middle Paragraph(s): What you have to offer the employer - mention why your skills and experience are

a good fit for the job.

Last Paragraph: Say thank you to the hiring manager for considering you and note how you will follow

up.


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Sample Letter of Application

From your company's web site I learned about your need for a sales representative for the Virginia,

Maryland, and North Carolina areas. I am very interested in this position with Acme Pharmaceuticals,

and believe that my education and employment background are appropriate for the position.

While working toward my master's degree, I was employed as a sales representative with a small dairy

foods firm. I increased my sales volume and profit margin appreciably while at Farmer's Foods, and Iwould like to repeat that success in the pharmaceutical industry. I have a strong academic background in

biology and marketing, and think that I could apply my combination of knowledge and experience to the

health industry. I will complete my master's degree in marketing in mid-May and will be available to

begin employment in early June.

Enclosed is a copy of my resume, which more fully details my qualifications for the position.

I look forward to talking with you regarding sales opportunities with Acme Pharmaceuticals. Within the

next week I will contact you to confirm that you received my email and resume and to answer any

questions you may have.

Thank you for your consideration.

C. Refusal LetterHere are some guidelines that you have to follow:1. Your rejection letter should begin with a remark of regret on refusing the offer. However, make sure

that you are genuine and are not overdoing it. The rejection letter format is similar to the business letter

format and should be followed correctly.

2. The words you use in the rejection letter are also very important. Avoid been rude to the receiver and

make sure that you do not use any negative words. This is because you may have to deal with the

person in the future and any negative remark can cause you trouble. Hence, try to be diplomatic in your

letter.

3. The rejection letter should be short and to the point. You should not forget to mention the reason for

your refusing the offer. If possible, back up your reason with adequate proof. Apart from that, it is also

crucial to thank the person for giving you the offer. Also, make sure that you end the letter on a good

note by wishing the person good luck.

Example:

1. I am delighted to have received the offer to join as a (insert position) in your company (insertcompany name). Although I found the position very challenging, I will not be able to accept the

offer because I have already accepted a similar position in another company.

It was a pleasure to receive an opportunity to visit your company and discuss the career

possibilities. I wish you and the company, all the best for the future.

2. I am really honored to receive an invitation to become a member of your prestigiousAssociation. I am greatly thankful to you and the other members of the Association to give me

such an honorable offer.

I understand that being part of your Association would require me to put in my quality time andeffort which I am quite willing to. However, I am already committed to various projects for more

than a year and hence, I will not be able to do justice as a member of the Association. I

respectfully request you to look for another person who is worthy to be a member of your

Association.

Best Wishes for the Future.

Sincerely,


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3. We are sorry to learn of your misfortune on Lake Springfield when your propeller broke. Wehave determined from the picture you sent that the 3 HP motor was one that we sold over five

years ago, and we no longer stock that model. Of course a five-year-old motor is beyond any

warranty period, so we will not be able to replace the blade. However, we do carry a large stock

of universal propellers, which we offer at reasonable prices. Please come by the store and we

will be pleased to help you.

4. We recently received your request to cancel your life insurance policy and refund yourpremiums. We are sorry that you feel unable to continue paying on your policy.

As for canceling your policy, if you choose this option, we would be willing to transfer your premiums to

a new term policy. Otherwise, you will forfeit your premiums. If you decide to convert to term

insurance, please complete the enclosed forms and sign in the space provided. If, however, after

considering term insurance, you decide that you prefer to cancel your policy altogether, please call 555-

5555, and we will be happy to oblige you.

Thank you for your business. We look forward to serving you in the future.

5. Thank you for meeting with us to present your proposal for our company's retirement plan. Itwas obvious that you had spent a lot of time preparing your presentation. I am sorry to inform

you that the board decided to accept the proposal of another provider with loweradministrative fees. We will review this decision on an annual basis, so feel free to keep in touch

about future opportunities. Best wishes in your business.

D. Acknowledgement letterA letter of acknowledge is a formal letter and hence like any business writing it should be kept short and

to the point. It is a good idea to send a letter of acknowledgement on the letterhead of the company.

One should not ramble about how much the association matters to them. It is like a small 'thank you'.

These are mainly sent for the following reasons.

A job appointment Delivery of goods or services A payment A receipt of a complaint by a customer A social service A college admission A request for a quotation

Here are the basic contents in an acknowledgement letter.

Date and Address of the Addressee

A line to specify the subject of the letter

Content: First paragraph should be that you have received whatever it was that they have sent you in

good condition. Second paragraph should say that you value your association with that company and

would like to deal with them in the future.

IMPORTANT ELEMENTS IN A LETTER OF ACKNOWLEDGEMENT:

Acknowledgement of the application. Notification of missing and/or additional information required and due date. Information concerning the gathering of reference information. Advise if unnamed references

are to be contacted and request notice if applicant

does not want contact made.


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Approximate schedule of evaluation process. Applicant's status notification procedure. Additional information/instructions as required. Telephone number to which questions can be directed.1.

A sample for receipt of goods from company A.

Respected Sir/Madam,

Subject: Acknowledgement for the receipt of Goods

I, (your name), (designation) of (name of your company), would like to thank you for the timely delivery

of goods on such a short notice. We understand and appreciate the effort you have put in regarding the

same. We are happy to have a company of your reputation as our associates and look forward to

working with you in the future.

Thanking you,

2. Dear _______Your application for the position of _______ has been received. However, the ______ was not included.

Please send this information to arrive not later than __________. We will request reference information

from the persons whose names and addresses have been furnished by you. If you should reach the

finalist stage, we will also contact additional persons whose names have not been given to us by you.

Please advise me immediately if you do not want us to contact additional unnamed persons.

We anticipate completing the first screening of applications by _______, the designation of finalists by

_______, and the scheduling of interviews by _________. You will be notified of your status as promptly

as possible at each stage of the evaluation.

Please contact me at (605) 642-xxxx if you have any questions about our search procedures. Thank you

for your interest in Black Hills State University.

3. SAMPLE ACKNOWLEDGEMENT LETTER (for payment given for a product purchased) Ms/Mr. ____________

Address of the person to whom the letter is being sent

Date:

Dear Ms./Mr. ________________

Subject: Acknowledgement of receipt of payment

We thank you for buying our product _______________ (give product details) from our outlet on

_________ (date).

We acknowledge receipt of payment vide Demand Draft/Cheque No. _________ dated

____________ drawn on ______________ Bank for Rs._____________.

We hope you enjoy using our product. In case of any suggestions or complaints please call on our

Customer Service no. ______________.

Yours sincerely

(Name of the person)

(Designation)


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4. Here is a sample of a letter acknowledging the receipt of a business agreement.Sample Acknowledgment Letter

(Date)

(Name of recipient)

(Position)

Dear (name of recipient)

We would like to acknowledge that we have received (document). We are currently examining it

and if there are no issues to be addressed, the signed (document) will be returned to you within five

business days. If there are any further concerns regarding the (document), we will contact you by

(date).

Thank you for your continued trust in our company and we look forward to doing business with you

in the future.

Respectfully yours.

(Name of sender)

(Position in company, company name)

7407.Letters Resource

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