1. Common Types of Letters 2 Adjustment Letter

2. Reply to the complaint No set content for such letter Be careful—further action Whose fault

3. Adjustment Letter Purpose To show you have considered the complaint seriously To sooth the complainant’s anger, disappointment etc To offer redress that will be acceptable to both parties To keep a positive relationship—good will, future oriented communication

4. Adjustment Letter Audience Request be taken seriously Resistance to avoid responsibility May be cynical about such apologies Motivation for your offer

5. Adjustment Letter Part 1-Context Acknowledgement of receipt Understanding the complaint Expression of regret Briefly reconfirm the details Apologies—gracefully

6. Adjustment Letter Part 2-Explanation Results of an investigation—why the problem occurred Redress/ remedial step Don’t blame others Origin of the error Don’t show your anger/ resentment

7. Adjustment Letter Part 3-Close Apologize again Assurance of non-occurance Show optimism Save the relation—good will