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It’s 5 o’clock, and another busy day will pass. I plan to have a cup of coffee and enjoy my short break when Ms. Nagle comes to my office with an angry look. She is apparently in a bad mood. It’s for the first time that I see Ms. Nagle behaves like that. She always keeps calm, and seldom shows her strong feeling. I am a little confused.

She seems to read my mind, and says, “I visited the Ladies’ department of Robinsons this morning to try to find a dress as this evening I am going to attend a banquet , but the assistant was very rude to offer her help. She continued talking to her colleague, and even said abruptly, ‘You’ll have to be quick—I’m due for my break soon!’” Ms. Nagle is very angry and asks me to write a complaint letter in her name to Mrs. Williams, manager of the store.

When I hear Ms. Nagle’s story, I am indignant. But I manage to control myself and finish the following letter.

I am writing to complain about how I was treated when I visited your store this morning.

When I asked the sales clerk for help she ignored me and continued gossiping with a colleague. When I interrupted them they both “tutted” loudly and stared at me. When I persisted, one sales clerk offered some assistance very begrudgingly and when I requested specific help she said, “You’ll have to be quick—I’m due for my break soon!”

I have been a customer of this store for 10 years now but it is obvious that your customer service policy leaves a lot to be desired; otherwise the assistant would not have dared to be so rude. In the circumstances I shall be taking my business elsewhere in future.

It’s no use yelling at someone when you want to get the good service you expect. Shouting alone can not let the sales clerk offer you the desired service. It often works to the opposite effect. Reasons and details are usually more important in writing a complaint letter. In this case, Cindy thought she had controlled her anger. However, her complaint letter is still full of negative words. In other words, the tone of the letter needs to be improved. More often than not, a matter-of-fact tone works better than an expression of negative emotions.

So in the beginning, Cindy should not say “I am writing to complain”, she should try to avoid using the word “complain”, and start with some positive messages to make the recipient ready for the complaint: I have been a customer of this store for 10 years now and have always been very happy with the service.

Next, an effective complaint letter should be specific with all the necessary information concerning the problem. So, Cindy should mention the name of the sales clerk instead of “one sales clerk offered some assistance very begrudgingly”. The lack of these details will make it impossible for the recipient to take any action, even if he or she really wants to help.

Finally, one sales clerk’s misbehavior does not mean the company’s “customer service policy leaves a lot to be desired”, don’t threaten to say “In the circumstances I shall be taking my business elsewhere in future.” An effective complaint letter should end with a specific call for action, and the repeated urge is to make sure that the recipient understands what is expected about the complaint.

As we know, nothing goes as well as what we expected. Due to unforeseen factors, errors occur and goods are mishandled; accidents happen. All these may result in subsequent complaints. They may be: complaint of wrong goods delivered; complaint of goods in inferior quality; complaint of shipment damaged, short, or missing; complaint of goods delayed or badly packed.

To make complaints is the best step a customer takes to correct the mistakes. Some complaints can be handled by telephone, but a letter of complaint is more effective. People writing complaints are interested in one thing: satisfaction. If the merchandise is faulty, they want it replaced at no cost or inconvenience; if the service is poor, they want an apology and assurance that service will improve; they may even want some compensation for the inconvenience they suffer from.

Regardless of the subject of complaints, the making of complaints is an unpleasant business and needs to be well prepared and well documented. Otherwise, future business relationships may be jeopardized.

The body of a complaint letter includes four parts:

Opening: State the date and place where the problem occurred and give as much information as possible.

Focus: State the problem you have with the product, the work or the service and why you have this problem.

Action: State what action you want taken to resolve your complaint and how long you expect your complaint to be resolved.

Closing: State that you look forward to hearing from them soon and that you appreciate their help.

● Complain or claim immediately. Complain or claim without any hesitation or the least delay when you find out a defect, damage, deficiency or a delay in connection with your goods.

● Address the reader politely. Do not resort to sarcasm or name-calling. Make sure that your letter is polite and business-like.

● Explain the problem clearly and objectively by providing specific details. Make it clear what your inconveniences are and what has failed to be done. Keep the letter short by deleting any narrative words and expressions.

● Make a specific request. Clearly spell out what action you want taken. Never leave it up to your reader to guess!

● Stronger terms may be used in your follow-up complaints if you fail to get a reply or a satisfactory correction from the reader within a reasonable time. Even this letter, however, should be addressed politely.

Situation: Ms. Nagle visited the Ladies’ Department of Robinsons on Monday, but the assistant was very rude to offer her help. She continued talking to her colleague, and even said abruptly, “You’ll have to be quick—I’m due for my break soon!” So Ms. Nagle wrote a complaint letter to Mrs. Williams, manager of the store.

1. Start the letter with a compliment to set a friendly and reader-oriented tone.

2. Avoid making generalizations about the company or organization if your letter focuses on a single individual.

3. Include sufficient details to back up your claim—when, where, who, and what happened.

4. Don’t ask the manager to give you the result you expected, but ask her to investigate. Try to be objective.

5. Tell the manager you are waiting for her early reply in the closing.

When you receive a complaint or claim of any kind, you will need to confirm the facts of the situation and answer the letter promptly. The reply to a letter of complaint is called a letter of adjustment. Like a claim, a letter of adjustment should emphasize the solution rather than the error and convince the customer that you understand and want to be fair. The content of an adjustment letter may be granting an adjustment, or granting a partial adjustment, or refusing an adjustment. But refusal of an adjustment tests your diplomacy and tact as a writer. No matter the complaint is justified or not, a letter of adjustment should serve to:

convince the complainant that you are dealing fairly with the problem;

keep the goodwill of the complainant towards your company.

The following suggestions should be kept in mind while writing letters of adjustments:

1. First review the complaint and the action you are taking, and make sure your response is appropriate.

2. Second, organize your letter in the following way:

a) Give the good news first or try to thank your reader, thanking him or her for his or her thoughtfulness or agreeing to one of the writer’s comments.

b) Explain the mistake. Don’t blame employees; don’t promise it won’t happen again; don’t say it was bound to happen. Just give a detailed explanation of the mistake.

c) Show that you appreciate the customer’s actions on the complaint and let the reader know what is being done, and this news, good or bad, should be followed by an explanation.

d) Make sure to end with a positive statement, the closing reaffirms the company’s good intentions and the value of its products, but don’t apologize in the close because that just reminds the reader of the problem again.

3. Review your draft for tone. The tone is of special importance when the writer refers back to what has been complained of. Understandably enough, the complaint letter received may be full of negative words. But it is the task of the writer of an adjustment letter to rephrase the negative words into something positive or at least natural. For example, the writer needs to say “we have received your complaint of...”. Or it is better to use “the issue” instead of “the problem”. Whether taken as diplomacy or understatement, this positive tone is a useful psychological trick to distract the reader from what the writer has done wrong to what the writer may do right, which is one of the objectives of an adjustment letter.

Some suggestions on writing an adjustment letter

1. Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. If you deny the request, don’t state the refusal right away unless you can do so tactfully.

2. Express your concern over the writer’s troubles and your appreciation that he has written you.

3. If you deny the request, explain the reasons why the request cannot be granted in as cordial and no combative manner as possible. If you grant the request, don’t sound as if you are doing so in a begrudging way.

4. If you deny the request, try to offer some partial or substitute compensation or offer some friendly advice (to take the sting out of the denial).

5. Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.

jeopardize: v. 危害，使受危困

rants and raves: 咆哮和怒吼

sarcasm: n. 讥讽；讽刺话

name-calling: n. 骂人

begrudge: v. 嫉妒，不满，舍不得给

cordial: adj. 热诚的；诚恳的；兴奋的

combative: adj. 好斗的；斗志旺盛的

sting: n. 螫伤处；（身体或心灵的）剧痛

A. For Complaints and Claims

The goods we ordered from you on... have not yet been delivered.

Delivery of the goods ordered on... is now considerably overdue.

Thank you for your letter dated..., informing us of the shipment of our order. On checking the goods received, we found that...

We regret to report that one of the cases of your consignment was badly damaged when delivered on...

Central Sentence Structures

We trust you will do your best to have this matter straightened out at once.

We have to claim on you for $500.00.

Since it is agreed that we have the right to reject the goods when they are disqualified upon examination by China Commodity Inspection Bureau at the port of destination, we regret to inform you that we have to return the goods to you at your expense.

The outcome of the shipment is not satisfactory, as is certified here by China Commodity Inspection Bureau.

b. On Defective Packing

We duly received the 15 cased of Menthol Crystals you sent us, but regret to say that on examination, five of them were found to be badly damaged, apparently attributable to faulty packing.

We examined them one by one and found that each of them was leaking more or less.

We regret to inform you that one of the cases of your consignment arrived in a badly damaged condition. It is No. BF/46, containing spare parts. The lid was broken, and the case was not strong enough to stand the voyage. We have examined the contents and found that 15 pieces were missing and the rest were unfit for use.

We regret to inform you that after inspection of the above shipment, we found 15 boxes missing. In view of the small quantity involved, we hope you will have no difficulty in settling this matter and bring the case to a satisfactory close.

The consignment covering our Order No. ... arrived last week. We are sorry to find that there is a shortage of 1,605 kilos, though the packing remains intact. It is beyond doubt that the shortage occurred prior to shipment. Therefore, we must lodge against you a claim for $1,500.00. In supports of our claim, we are sending you a survey report issued by C.C.I.B.

Please look into this matter at once and let us know the reason for this delay.

We feel there must be some explanation for this delay and await your prompt reply.

We hope to learn that you are prepared to make some allowance in these circumstances.

Thank you for your assistance and cooperation in this matter.

I hope to continue a positive relationship with your company and its products in the future.

B. For Adjustment Letters

I am sorry that you have experienced delays in the delivery of...

I am very sorry to hear about... in your letter of...

Thank you for your letter of..., which has given us the opportunity to rectify a most unfortunate mistake.

We wish to apologize for the unfortunate mistake pointed out in your letter of...

Central Sentence Structures

With mutual cooperation, this case has been settled amicably and we shall remit to you an amount of Stg. 2,567 in compensation for the loss arising there from.

We are prepared to make you a reasonable compensation but not the amount you claimed, because we cannot see why the loss should be 50% more than the actual value of the goods. Please reconsider the matter.

It would not be fair if the loss be totally imposed on us, as the liability rests with both parties. We are ready to pay 50% of the loss only.

The goods are of good quality and attractive designs, though they are not the very ones you ordered, and we think you can sell them out at our price.

We may compromise, but the compensation should, in no case, exceed Stg. 257, otherwise, this case will be submitted to arbitration.

As the shipping company is liable for the damage, your claim for compensation should, in our opinion, be referred to them for settlement.

As it is a matter concerning the insurance, we hope that you will refer the claim to the insurance company or their agent at your end.

Without sufficient evidence to support, your claim is untenable, and we can see no point in pursuing it further.

The documents produced by you to support the claim for compensation are insufficient; therefore, we cannot take your claim into consideration.

The goods were in perfect condition when they left here, and the damage evidently occurred during transit.

We assure you that we are doing all we can to speed delivery and offer our apologies for the inconvenience this delay is causing you.

We hope you will be satisfied with the arrangements we have made.

We trust these arrangements will be satisfactory and look forward to receiving your future orders.

We regret the inconvenience which has been caused in this matter.

As a gesture of goodwill I am pleased to enclose...

Thank you once again for taking the time to write to us.

1. Which of the following openings is most appropriate for a simple complaint letter?

a. We’ve been long-time customers of The Motorcycle Mall, and generally we’ve been pleased with the service you’ve given us in the past.

b. On May 16 we received our shipment of motorcycle accessories (Invoice No. 35-450021).

c. Please send me two full-face helmets to replace the two open-face helmets（开口盔）sent with my May 12 order of motorcycle accessories.

d. I was extremely frustrated to find that you shipped the wrong helmets with my May 12 order. I don’t know how a mistake like this could have happened.

2. You should use the direct strategy to organize a claim request

a. every time you write one.

b. if your claim is legitimate.

c. if persuasion is required.

d. All of the above.

3. The body of a simple complaint letter should include

a. just enough angry or threatening words to get your point across.

b. an exact chronology（时间记录）of what happened and who you think is to blame for the problem.

c. an explanation of the problem with necessary details.

d. a subtle reference to your attorney（律师）.

4. When you receive a complaint letter from a customer, your first action should be to

a. search the files to find a letter responding to a similar situation.

b. collect information to determine what happened and how you will respond.

c. consult with company attorneys to avoid possible liability and lawsuits.

d. study your business communication book for a model letter to copy.

5. Which of the following is the most appropriate opening for a letter granting a claim?

a. We are sorry for any inconvenience this problem has caused.

b. Thank you for your letter about the problem you had with your espresso maker.

c. Although we normally don’t repair our espresso makers, we’ll make an exception in your case.

d. Enclosed is authorization for you to take your espresso maker to your local Starbucks for repair.

Read the following statements. Check whether they are True ( T ) or False ( F ).

1. You should either make a telephone call or write a letter to make a claim, but never both.

2. In a simple complaint letter, telling the reader immediately what action you would like to take is considered businesslike and efficient.

3. Claim letters are most effective when they clearly identify who is to blame for causing the problem.

4. When granting a customer’s claim, the first thing you should do is to apologize.

5. In a complaint letter, relevant facts such as descriptions, purchase orders, invoice numbers, sales receipts should be listed.

Translate the following sentences.

1. We very much regret to point out that a shortage in weight of 430 lbs. was noticed when the food arrived.

2. We exceedingly regret to inform you that evidently some mistake was made and the goods you sent us have been wrongly delivered.

3. We must inform you that the DVD sets we ordered from you last month have not arrived here, nor have we heard anything from you concerning the shipment.

4. This delay will surely cause us a loss of business, so we must have these goods by the end of July.

5. We frankly admit that delivery was delayed, but it was really beyond our control and we are taking up the matter with the forwarders and will let you know without loss of time.

6. 我们发现我方第5826号订单项下运来的货物数量与协议的规定不符。

7. 检验后，我们发现很多货物已严重损坏而且整批货物对我们毫无用处。

8. 鉴于这种情况，我们只好将有缺陷的设备退回，务必请予以调换。

9. 来货刚到，但我们对这批货的包装不得不提出申诉并深感遗憾。

10. 经彻底检查表明，破袋是由于包装不良所致，肯定应由供应者负责。

Complete the following letter of complaint with the words given in the box.

seriously　　　　　　duly　　　　　　grateful　　　　　loss

customer　　　　　　 order　　　　　 investigate　　　　packing

Elegance Clothing Company

45 West Street, Nanjing

On September 10, our　1　for 280 women’s cotton sweaters was　2　received, but we regret to say that 40 cotton sweaters in white color were　3　soiled.

We had the case 　4　immediately, and the result shows the damage was due to improper　5　, for which the suppliers are definitely responsible.

Needless to say, we have suffered a great　6　from this, as we cannot sell the sweaters in this condition to our　7　. We would be 　8　if you could conduct investigation at your end and reply to us.

Find the faults of the f ollowing ineffective complaint letter, and improve it to make it effective.

Customer Service Manager

In December I had a Home Co water heater installed. The heater cost $379.84, and the installation charges were $154.35. When I received my bill, I noticed that an extra charge of $59 had been added for a maintenance agreement. I paid the full amount of the bill except for the $59. Now I have received in the mail a maintenance agreement contract for that water heater.

I did not sign any maintenance agreement, and I most certainly do NOT want such a service. I insist that this $59 charge be removed from my bill and, furthermore, I want this unneeded maintenance agreement voided. I am furious that a company as large as Home Co would have to make extra profits by pushing unwanted maintenance agreements off on unwary (不注意的,粗心的) customers. Although I have done business with Home Co for years, I am very disturbed by this transaction.

Please take care of this matter immediately. I do not know where this $59 charge came from on my bill, but I do know what I would like you to do with it.

Write a complaint letter according to the following situation.

The office bought a photocopier last week. But it didn’t work. Ms. Zhang returned it to the store but failed to get the money back. So she wrote a complaint letter to Mr. Black, manager of the store.