1) I am writing in response to your complaint about our service. a) Acknowledge dissatisfaction, politely reject complaint b) State purpose of letter/ email c) Propose a solution 2) Thank you for your feedback on on our service a) End politely — offer further contact b) Welcome feedback c) Accept negative perception, but don't agree 3) Thank you very much for bringing this matter to my attention. a) Thank the writer for contacting you b) End politely — offer further contact c) Offer something to make the client feel better 4) I was very concerned to learn about the problems you experienced. a) Express sympathy and concern b) Propose a solution c) Explain action that has been taken 5) I will look into the matter and get back to you within the next few days. a) Apologise again at the end of a letter b) Completely reject the complaint, refuse to engage further c) Promise action and future contact 6) I have looked into the situation, talked to our staff, and inspected the premises. a) Explain action that has been taken b) Expressing sympathy and concern c) Propose a solution 7) I have investigated your complaint, and feel that your comments are justified. a) Explain action that has been taken b) Acknowledge dissatisfaction, politely reject complaint c) Agree that there is a problem 8) Although I feel that we are offering a satisfactory service, I realise that you are disappointed. a) Propose a solution b) Promise action and future contact c) Accept negative perception, but don't agree.; acknowledge feelings 9) I have asked one of our managers to take personal responsibility for ensuring this problem is solved. a) Propose a way forward to lead to a solution b) Acknowledge dissatisfaction, politely reject complaint c) Accept negative perception, but don't agree 10) I understand that you are not satisfied; however I feel that we are providing the service as set out in our contract. a) Acknowledge dissatisfaction, politely reject complaint b) Agree that there is a problem c) Promise action and future contact 11) I would be happy to offer you a discounted rate to show our good will. a) State purpose of letter/ email b) Explain action that has been taken c) Offer something to make the client feel better 12) Having looked into this matter in detail, I regret that I can be of no further assistance. a) Express sympathy and concern b) Completely reject the complaint, refuse to engage further c) Promise action and future contact 13) I hope that this will be a satisfactory solution for you. a) Accept negative perception, but don't agree b) Express sympathy and concern c) End on a positive note 14) If you would like to discuss this further with me, please do not hesitate to call me. a) End politely — offer further contact b) Express sympathy and concern c) Completely reject the complaint, refuse to engage further 15) Once again, please accept our apologies for the inconvenience caused. a) Accept negative perception, but don't agree b) State purpose of letter/ email c) Apologise again at the end of a letter

Responding to complaints - match form and function

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