Complaints and adjustment letters Although each company tries to provide goods and services as efficiently and conscientiously as possible, mistakes can happen and things can go wrong. In groups, make a list of all the things that might go wrong with an order or a delivery. Compare your lists in class. Note: If things go wrong, the customer will make a complaint. Often a quick telephone call is enough to sort things out. If not, a written complaint is called for. As complaints belong to the more unpleasant aspects of business life, both suppliers and customers should follow certain rules to reduce the possible damage and find a solution acceptable to both parties. Customers should: ■■ complain as soon as they notice that things are not to their satisfaction ■■ give a detailed and factual account of what went wrong ■■ say how they expect the situation to be amended ■■ stay polite and fair throughout Suppliers should: ■■ react immediately to a complaint ■■ consider complaints fairly and come up with a satisfactory solution ■■ offer some compensation to keep the customer’s goodwill ■■ stay polite and fair throughout Read the email below and answer these questions. 1 What is the reason for the complaint? 2 Why is the matter so urgent? 3 What action does the writer expect from the supplier? 20 21 To: kodaphone.ltd@uk.com Date: 30 November 20__ From: design.marschall@aol.com Subject: Order No L 28 PR Dear Ms Watson, Thank you for the delivery of 2000 mobile phones as per our order no L 28 PR. We regret to tell you that the lorry arrived two days later than agreed, and it appears that two cases of the consignment are missing. Moreover, on examining the phones we did receive, we noticed that as many as 150 of them are damaged and unfit for sale (please see attached photo). Due to the strong demand for mobile phones before Christmas, we need the missing articles by the end of next week, otherwise we shall be forced to cancel our order altogether. As for the damaged phones, we shall be holding them until further instructions from you. We are looking forward to hearing from you as soon as possible. Yours sincerely, Sarah Stockberger (Purchase Manager) Opening: State your case (referring to order or delivery number) and the reason for your complaint. Body: Detail what went wrong and explain what you would like to be done about it. Close: Ask for prompt action or set a deadline. 176 B Business communication Nur zu Prüfzwecken – Eigentum des Verlags öbv
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