1. Unit 10 – Complaints (pp64-69)
Professional Writing

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

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

4. 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

5. Example email replying to a complaint, activity 4, p69
cc:
Subject:
Order#4356
Dear Ms. Pang,
Thank you for your 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