Reading & Comprehension

Read adjustment letters (16) and complaint letters (99). Note these key questions and answers:

What are some of the purposes of adjustment letters? To address the complaint, but also to create goodwill for the company.

Why is it important to be respectful in both complaint and adjustment letters? To avoid alienating your audience and having your complaint dismissed or making your customer even more unhappy.

What is the difference between a FULL ADJUSTMENT and a PARTIAL ADJUSTMENT? FULL: An apology and specific plan of action when the company is in fact at fault. PARTIAL: If the customer’s complaint is illegitimate or somehow unjustified, you may need to explain why the problem occurred (user error) and then explain specifically why you have decided to accept the claim and what you have done.

What pattern should be used for a complaint letter? Identify the problem along with the key information—part names, numbers, etc. Explain what went wrong and identify what you want your reader to do to remedy the situation.

Assignment

Complaint/Adjustment Letters: Write a complaint letter—then switch and write an adjustment letter. Follow the format in The Business Writer’s Handbook in the adjustment letters (16) and complaint letters (99) sections. You should create your own scenarios using a local business—e.g. restaurants, dry cleaners, health professionals, post offices, etc. You must find the actual addresses and relevant information for the place of business to which you are making complaints, and the place of business must be in the greater Celina area. Submit via WebCT on the same MS-Word document. DUE DATE & TIME: Friday, Oct. 16, 5 p.m.