Unit 10 – Complaints (pp64-69)

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Presentation transcript:

Unit 10 – Complaints (pp64-69) Professional Writing

In this lesson you will learn how to… introduce a complaint explain a problem suggest a solution respond to a complaint

E-mail structure: complaining Introduce topic Explaining the situation: - problem - details - evidence ‘but’ explains what went wrong Suggest a solution

E-mail structure: responding to a complaint Thank customer Refer to problem & apologize Give an explanation for the problem Say how you will help the customer Write a polite conclusion

Example email replying to a complaint, activity 4, p69 cc: Subject: Order#4356 Dear Ms. Pang, Thank you for your email dated may 10th concerning the installation of computer accounting software. We regret to learn that the installation was unsatisfactory. Apparently, this was the result of a fault in the CD. We will send a replacement CD immediately at no extra cost. Once again, we would like to apologize for the inconveniebce, and we look forward to serving you again in the future. Sincerely, Michael Satterthwaite