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Extracts of complaint letters we wrote for our customers


Under the booking reference ******, we were supposed to travel to ****** on flight number ******, however on checking in, we were informed that we would be rerouted yofxlzbo. moncler sample sale ukwith Air ******, since the flight was overbooked and nobody volunteered to fly later. We had to wait 4 hours before being able to take another plane, and we did not arrive at our destination until 6 hours after we were supposed to…

This is a letter to inform you of the deeply frustrating situation that I faced at ****** airport, on **/**/**. One suitcase had been ransacked and had many items missing that I will list for you, and the other simply did not arrive……. I attach receipts of all my emergency purchases, amounting to €98.00. This failure on behalf of your airline caused a lot of holiday time to be wasted, and caused me a lot of stress…

Most shockingly, during our delay, we were not once offered even refreshments, let alone lunch. We choose to fly with your airline because we usually find your service personal and reliable, however, this time we have been particularly disappointed. We do not expect anyone to go 9 hours without even a drink, let alone platinum members of your frequent flyer service…

Under EU regulation 261/2004, we expect to be compensated €600 each. To make matters worse, not only were we rerouted a day later, but with the new arrangements we were downgraded from Business Class to Economy. To give you an idea of the inconvenience caused, after flying 10 hours in small uncomfortable seats that we had specifically avoided, by flying in Business Class, we had to go straight to our 8 hour business meetings….


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Cheap Moncler Jackets outlet online Humanities › Languages What Is an Adjustment Letter? Glossary of Grammatical and Rhetorical Terms Share Pin Email (Jose Luis Pelaez Inc./Getty Images) Languages English Grammar Glossary of Key Terms Using Words Correctly Writing Tips & Advice Sentence Structures Rhetoric & Style Punctuation & Mechanics Developing Effective Paragraphs Developing Effective Essays Commonly Confused Words Questions & Answers Exercises & Quizzes Topic Suggestions Readings & Resources English as a Second Language Spanish French German Italian Japanese Mandarin by Richard Nordquist Updated April 11, 2017

An adjustment letter is a written response from a representative of a business or agency to a customer's claim letter . It explains how a problem with a product or service may (or may not) be resolved.

See Methods and Observations, below.

Bad News Message Business Writing Compose a Letter of Complaint (includes a sample letter) How Not to Write a Letter of Complaint (includes a sample letter) What Is the "You Attitude"? Methods and Observations: "An effective adjustment letter . . . can not only repair any damage done but also restore the customer's confidence in your company." Organizing an Adjustment Letter "An adjustment letter should begin with a positive statement, expressing sympathy and understanding. Near the start, it should let the reader know what is being done, and this news, good or bad, should be followed by an explanation. The letter should end with another positive statement, reaffirming the company's good intentions and the value of its products, but never referring to the original problem. "Whether or not your company is at fault, even the most belligerent claim should be answered politely. An adjustment letter should not be negative or suspicious; it must never accuse the customer or grant any adjustment grudgingly. Remember, your company's image and goodwill are at stake when you respond even to unjustified claims." Guidelines for Saying "No" Diplomatically Thank customers for writing. . . . Open with a polite, respectful comment, called a buffer, to soften your reader's response before he or she sees your "No." Make sure your buffer is relevant and sincere. . . . State the problem so that customers realize that you understand their complaint. . . . Explain what happened with the product or service before you give the customer a decision. Provide a factual, respectful explanation to show customers they are being treated fairly. . . . Give your decision without hedging. . . . Arrive at a firm and fair decision, but don't dwell on it. . . . Turn your "No" into a benefit for readers. . . . Never promise to do the impossible or go against company policy, but do continue to convince readers you have their needs in mind. Leave the door open for better and continued business. The "You" Attitude (1918) "Whatever special point of view the adjustment letter may take, . . . [it] must endeavor to satisfy the customer in such a way as to keep his trade. Therefore, any showing of ill-feeling or anger in your adjustment letter will defeat its purpose. Indifference toward the customer's complaint or delay in answering it is likewise fatal to further business relations. The 'you,' not the 'I,' attitude will put the offended customer in good humor, and open the way for a pleasant settlement of the complaint. An adjustment letter characterized by the 'you' attitude becomes a sales letter." Sources

Gerald J. Alred, Charles T. Brusaw, and Walter E. Oliu,  The Business Writer's Handbook , 10th ed. Macmillan, 2011

Philip C. Kolin,  Successful Writing at Work , 9th ed. Wadsworth Publishing, 2009

Andrea B. Geffner,  How to Write  Better  Business Letters , 4th ed. Barron's, 2007

O. C. Gallagher and L.B. Moulton,  Practical Business English . Houghton Mifflin, 1918

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