1. COMPLAINT LETTERS

2. Purpose  To inform a company/person of your dissatisfaction  To request a remedy to a problem

3. Tone  Tone is the attitude you take with your audience.  Complaints should NEVER be angry, frustrated or argumentative  You may need to wait a day to write the letter if you need time to cool down  You catch more bees with honey than vinegar  You’ll only get what you want if you’re nice about it.

4. When to write  Consumer products  Products damaged when delivered, product misrepresented by advertising, missing parts, defective materials, etc  Services  Incomplete service, rudeness, poor workmanship, negligent treatment

5. Who to Write to?  Write to whomever can fix the problem, or would be responsible for reprimanding those who gave you poor service  Customer Relations Department If big company  Managers  Owners

6. What to include?  The facts– 5 W’s  WHO was involved  WHAT exactly happened  WHERE the issue occurred  WHEN the issue occurred  WHY you are unhappy  Ask for what you want–  Be reasonable  A refund, replacement, or an apology are all acceptable

7. Format  Intro Paragraph  Introduce yourself and your relationship with company  Summarize issue

8. Format  Body Paragraph  Detail the events of the complaint. Include as many dates/times as possible. Be descriptive, but brief.  Provide supporting evidence Send copies of your original receipt, warranty, or canceled check. Take and send pictures of the damaged item, or if the item is small enough, include the item in the mail. Include the list of what is sent under your signature, along with the title “Enclosures:”

9. Format  Closing Paragraph  Request remedy that you feel is appropriate for the situation.  End on a positive note about the future.

10. Sample