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hello everyone and welcome to our next lecture on letters of complaints and replies so let's begin right so first we're going to talk about complaint letters which are basically to complain right so when you are dissatisfied or unhappy with a company's product or service you would write a complaint letter and you write one to voice your concerns or displeasure to the relevant people so instead of just complaining you actually voice it out to the relevant people in the company and a complete letter is usually also to request or to ask for a resolution or a solution to that problem right and the main thing that you want to remember here is that a complaint letter is not just for the sake of complaining you don't just complain because you want to complain but you actually want to improve on the current service or existing product so don't complain because you want to complain but you want to help them improve the current service or product right and um just like how when applying for jobs and such you would address it to human resources department now complete letters would usually be addressed to customer service because they are the people who handle these sorts of things complaints and others right now some of the tips for a good complaint letter would be firstly to be concise and clear probably there's a story there you want to make the main points first and then you attach certain relevant details of your stories so that it's easier for them to read and for them to get to the point right secondly important as well it has to be factual now based on like a story but facts you have details you have numbers you have dates you have document requirements like receipts or warranties that sorts of things and these kinds of details would justify or explain why they need to do some action to resolve your all right it would give them the reasons that they need to to know that your problem is something that they need to do something about right now points number three or four are really important it has to be constructive so you don't just complain complain and talk about all negative stuff but it should be positive and go together with positive suggestions so you don't just complain you also gives the judges on hey maybe you can do this or that in order to help make it better and this is really important because it encourages the company or the people you're complaining to to actually take action or to do something and even do it faster because you give them very helpful feedback most importantly it has to be friendly right your your tone has to be considerate meaning you show them that you understand you understand and that you would be reasonable like for example if you're complaining about something you would consider that oh they may need time to fix the problem so don't demand it do something immediately but be considerate and get some time or be cooperative do whatever you are need to do in order to help them help you and be complimentary positive you know a focus on the good things of the company has as well now this is important why because then when you are friendly and considerate they are more likely to help you as compared to threatening them now when you're nice to somebody they probably would want to help you more than if you threaten them like saying oh if you don't do this then you're gonna be in problem or you you're gonna lose my business or we're never going to order from you again now you wouldn't want to help someone who threatens you like that right you would rather help someone who is polite and considerate and friendly right so these are some important tips as you write a complete letter right now these are some examples of how you can write the subject of a complaint letter should also be clear and specific right um to start in your introduction of a letter a complaint letter you want to give some background or tell the objective I'm writing to inform you of my dissatisfaction with your food service or you want to give background you know I've been a loyal client with your company for two years you have enjoyed quality service however there's this one problem you know that you want to bring up right in the body then you state the problem specifically early you just mentioned that I have a problem with this particular thing what is the problem we found that the food was served cold you give specifics right then you may want to explain the effect or a consequence okay the result because of that problem or you may want to explain what are some of the actions that you have tried taking in order to fix it on your own but now you need help from them okay so this error has caused us considerable or a lot of inconvenience because and then you explain what was inconvenience or you can say Oh about your actions they say oh I've tried several options I tried this and that to fix it but it has been unsuccessful so you need to need their help to do something right then you can suggest a solution now this is the part where you're being constructive you don't just complain you give them possible solutions like what you want them to do in order to fix the problem or to make things better then you may also want to attach copies of the supporting documents maybe you say that they promised you warranty where they need to replace something brand-new give them photos receipts warranties that are related to your complaint then you may want to actually offer time limit to resolve this gives them more of a sense of urgency like you need them to do it by the certain time but of course very important you need to be reasonable don't say I need you to do something about this tomorrow okay be reasonable though I hope you may resolve this in about two weeks they need some time to fix it right and so are you close by suggesting contact like saying if they need any and explanations I gave your contact number or you anticipate a response from them or their action like you're telling them please let me know what you're going to do about this now and then of course you definitely still have to thank them right that's about it now what about complaint replying letters now this is also really important because in the complaint reply you are handling you're addressing the issue of the problem of the complaint made to you on your product or service not only handling it but importantly it has to be based on company's policies and procedures now what I mean by this is that you cannot now every you're going to be receiving a lot of complaints and you cannot be saying yes or okay - all these complainers and saying yes we'll give you whatever you want oh something broke we'll give you a new one oh um this one you know you can't be giving just anything that the person wants it has to be based on particular company's policies and procedures may be okay company tells you the policy is if this happens this is what you do if this happens then this is what you do so there are certain policies and procedures that you need to follow when you address certain issues or complaints so this means that you may actually choose to accept or reject a complaint now you don't just simply reject a complaint as well if you have made an error or mistake then you need to admit it right but usually reject a complaint if it goes against certain policies based on your company right so some of the tips for writing a good complaint reply letter this is really important okay first you need to be sympathetic and understanding okay so even if you don't agree with a complaint they need I said no that's not really our fault but you still need to show understanding all right even though it's not your fault you you tell them that you understand how angry they feel or how disappointed they feel understanding for feelings also be humble show your willingness to give your best effort to actually fix the situation because that helps to calm down an angry customer be proactive to show that you're willing or eager to do whatever you can to fix and tell them the list of actions that you will take to make the situation better and most importantly you need to be polite so you have to be positive and polite even when you've done wrong even more so and even when you've done nothing wrong still need to be positive and polite because remember most importantly it's your image and your reputation your company your business right okay so these are just examples of how you can write the subject line for a complaint reply letter which should also be clear and specific response reply resolution to write how do you want to start it off in your introduction first you must acknowledge that you received their complaint so tell them that I'm writing in reference to what situations or that you have received the complaint regarding whichever problem give the date right now in the body now if you accept the completely saying you admit that yes it is the company's problem you have done something all a failure or an error then firstly you need to do is offer your apologies right so these are a few ways that you can express your apologies and then you may want to explain how that happened okay maybe for certain technical problems you may want to say just just a very short brief explanation on what happened to cause that problem and some of the effects okay and most importantly of course is the most important your proposal on how to settle that problem like what do you suggest that your company is going to do in order to fix it or to make the situation better right however if you want to reject the complaint maybe based on your company's policy and procedure you cannot actually do that for the client of the customer based on yeah so then you want to offer your regrets so they say although we understand your frustration we regret to inform you that you know we are unable to do that for you unfortunately we must point out you know say we must say that it is not the fault of the company entirely it's not really your fault okay then also you may want to give an explanation for the rejection maybe you say based on company policy and we can't do this you know and more most importantly your proposal to settle what should you do what do you suggest that they do now or that you do for them right then in the closing whether you reject or accept the complaint is a thing UOP you tell them that you hope for satisfaction in business and whatever you've suggested to them you hope that you're satisfied or accept accept the suggestions and finally you suggest contact if they have any further problems or defense sections or concerns right so yeah basically that's about it pretty easy I will discuss more and write more in class so I'll see you in class thank you bye