Hora Hedayati.  Unfortunately, there are many things to complain about in the world today.  Complaints are often most effective when made in writing.

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Presentation transcript:

Hora Hedayati

 Unfortunately, there are many things to complain about in the world today.  Complaints are often most effective when made in writing. There are two advantages to writing a complaint letter rather than talking about it.  You feel better.  The person or organization causing the problem takes you much more seriously when you commit your thoughts to paper.

 Format: Typed/word-processed. Personal letterhead.  Style/Tone/Voice: Formal. Cool and collected, but serious in your resolve. Active voice.  Handy Phrases: I want to bring ____ to your attention; Are you aware that ____; You may not be aware that____; Do you think _____ Do you feel _____

1. Recall the specific incident, 2. State your specific complaint, 3. Give appropriate, specific details, 4. Enclose and cite any backup proof or documents (e.g., a previous letter from the reader), 5. Say what you expect the reader to do, if appropriate, 6. Close by saying you look forward to a speedy resolution and to continuing the relationship.

Dear Roger: I attended “Cold-Calling for the Non-Salesperson” last night and thoroughly enjoyed the session. However, I did want to bring something to your attention. The session’s description (copy attached) listed Stephen Carter — a well-known guru and the reason I registered for the session — as the seminar presenter. In reality, Stephen gave a half-hour presentation and then turned the program over to his colleague, Michael Snyder. Michael was terrific. I was engaged, I took copious notes, I walked away satisfied with the content. But I felt I was misled by the description in your catalog. I’m taking Carol Connor’s “Clutter-Free Basement” session on October 10 and since she’s also a guru, I’m leery of the possibility of having the same experience I did last night. Again, “Cold-Calling” was a great session and I understand that it’s difficult to monitor every course, so I did want to let you know about my experience. Sincerely, Fern Dickey

 Before giving a negative, start with a positive. Say what you liked before getting to what you didn’t like.  Make a specific rather than a general complaint. Focus on the part that was defective. Isolate and confine your complaint to that part.  Be courteous in tone throughout.  Don’t threaten. As the adage goes, “You catch more flies with honey than with vinegar.”  Say what action you want the reader to take, if any.