August 18, 2001
Dear Sir or Madam:
This letter is being written to you to seek your help in correcting a service problem we had with your firm. Your firm has a good reputation for service so we are sending this letter to you in hopes you will continue that tradition by making an adjustment to our bill.
Your firm was paid $ ______ on _________ (Date). We contacted you to get an adjustment because: ______________________________
The most appropriate resolution for this problem, we believe, is for you to refund the full cost of the service.
Please send us your check for the above amount by return mail or let us hear from you regarding another suggested resolution of our problem that you may have.
Thank you in advance for your prompt attempt to resolve our mutual problem and your expected timely response to my letter.
Enc. (Any pertinent documents you have)
Service Complaint, Adjustment Request
This review list is provided to inform you about this document in question and assist you in its preparation. Service complaints that gently but firmly state their case receive the best responses from these kinds of firms. These firms receive lots of these letters and have learned, over time, which clearly stated complaints, conveyed with an unemotional and non-accusatory tone, tend to be the most accurate and deserving of a conciliatory response. In addition, on a perfectly human basis, people would rather respond to reasonable polite complaint rather than an emotional and seemingly unreasonable one.
Therefore, we believe the best initial approach is a letter that provides the recipient time to reflect upon it without taking a fast defensive tone, which phone calls tend to elicit. The quick “no.” on the phone, is often just a preliminary attempt by the recipient of the call, in this case a Service provider, to stop an “attack,” as they perceive it. However, though many recipients of these phone calls change their tactics as the phone call progresses, a letter sent to them prevents their need to give a quick “no” defensively. It lets them review the document at their own leisure and respond accordingly.
1. Use your one chance to make a first impression by being supportive and reasonable, as this Service Complaint letter does.
- Offer the Service provider a clear solution that they can say “yes” to immediately. Don’t leave it open ended.
3. Be courteous and even-tempered in all such dealings. One reason for writing is you avoid the pitfall of getting upset and getting into an argument. Written correspondence keeps matters on an even keel as well as maintaining your control over the process. In fact, we suggest you avoid phone calls to avoid spinning off on a tangent and watching your refund opportunity vanish in that process.
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