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Night School Spring 2012. Have you ever…. been wronged by a company? not received a service you paid for? paid for a broken or faulty product? had awful.

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Presentation on theme: "Night School Spring 2012. Have you ever…. been wronged by a company? not received a service you paid for? paid for a broken or faulty product? had awful."— Presentation transcript:

1 Night School Spring 2012

2 Have you ever…. been wronged by a company? not received a service you paid for? paid for a broken or faulty product? had awful service? encountered a rude employee? How did you handle the situation?

3 Why should you write a complaint letter? People who take the time and effort to complain when something goes wrong are much more likely to ultimately get their way. A professional-yet-firm complaint letter can open the door to resolving your problem. Complaints that are submitted in writing get results more often than complaints made by phone.

4 In almost every case, retailers, service representatives, professionals, government entities, and others you do business with are obligated to make things right. People who assert their rights are the ones who get results! Plus, no one wants to be reported to the Better Business Bureau or have a bad review written online.

5 Do’s of Complaint Letters Stay calm and cool down before you write the actual letter, otherwise you might have to revise your language and tone before sending it. Get to the point! Start with a clear, attention getting paragraph that communicates your concern. Be organized! Show proof! (receipts, coupons, ads, etc.)

6 Do’s Continued State what you would like to happen. Refund? Apology? Free meal? Keep a paper trail; save receipts, s, notes about phone calls, times, dates, etc. Format your letter professionally. A typed complaint looks more professional than a handwritten complaint. Proofread what you have written and sign your name.

7 Don’ts of Complaint Letters Don’t be rude, angry, or sarcastic! Don’t threaten! Don’t blame the recipient of your letter. ( The manager probably wasn’t serving your food.) Don’t embellish the facts ! Don’t be intentionally insulting! Don’t be afraid to use “pull”. If you are a lawyer or someone important, say so! Don’t give up; if your first letter is ignored, be persistent.

8 Today’s Task Today you will be writing a letter of complaint. Each of you will receive an “undesirable” situation. You will have to imagine the facts and details and include them in your letter. After you have written a draft of you letter, share it with a peer. Have your peer edit the letter. After the letters have been edited, we will go the computer lab to type the final drafts of your letters. Letters are due at the end of class tonight! If you don’t finish tonight, please it to your teacher ASAP!

9 Remember… Be concise (Keep it short and get to the point.) Be authoritative (Don’t be a doormat!) Be constructive (make suggestions) Be friendly (You catch more flies with honey!) Don’t threaten or be intentionally rude! The squeaky wheel gets the grease!


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