...Letter of complaint. A letter of complaint is usually written as a follow-up to a verbal conversation to someone who has not responded to the complaint. It is used to keep a written record of your complaint. In addition, more than one person might be the recipient of the letter. For example if you are dealing with a situation where you had unsatisfactory car repairs done on your car by a franchise dealership, you might write to the franchisee AND to the Head Office. Letters of request or invitation are generally considered to be a positive letter. The recipient will receive the information in a positive fashion. A letter of complaint is usually considered to be a negative letter. The recipient might receive the information in a negative fashion. Therefore, it is important that you choose positive language to help buffer the impact. Here are some suggestions for writing a complaint. 1.- explain the problem in the first sentences. 2.- remember that you are unhappy with the company, not the reader. 3.- keep the tone professional, not informal. Do not use a lot of emotional words (e.g. terrible, the worst). 4.- you may want to include a positive sentence about the company or your previous experience with the product. 5. Be specific about what action you are requesting. 6.- if this is a very serious complaint, explain what additional action you will take if the company does not take care of the problem. The language of complaints. It is not possible to...
Words: 845 - Pages: 4
...Introduction A Gift is a Complaint is a book that will challenge you to rethink complaints, complainers, and your approach on handling, what is a usually, an unpleasant situation. Complaints, as stated in the book, are ”statements about expectations that have not been met. They are also, and perhaps more importantly, opportunities for an organization to reconnect with customers by fixing a service or product breakdown,” (Moller & Barlow, 2008, p. 22). The surface message of the customer doing the complaining often comes across as abrasive and as an attack, but really the customer is willingly giving the company an opportunity to respond and fix the problem, or more appropriately put, giving the company the gift of a second chance. The authors of the book have redefined complaints as gifts, but to do so those receiving the complaint must learn to separate the gift from the medium, the complaint from the complainer. Being able to separate yourself from the emotion of being blamed is most important to being able to successfully handle all complaints. In other words, we need to stop taking things so personally and learn to portray confidence and consideration. This means gaining empathy for the disappointed and frustrated customer, all a while moving forward as a company. The very fact that the person is showing interest in the product/service and making an effort to complain signifies some form of commitment to the company. A Complaint Is a Gift reverses the traditional...
Words: 2965 - Pages: 12
...Assessment Task 1 <Written Complaint with reply> * Customer complaint (name : Hong, 23 / 07 / 2013) Dear. Customer service manager I am writing to complain about my address information. About 1 month ago, I required to change my address to other one. But it wasn’t done. So I couldn’t get some letters from bank. And I needed to pick them up myself. It was very bothering on me. Can you explain why it wasn’t changed? And change my address to 35 railway TCE Lewisham please! I don’t want to waste of my time again. I anticipate your swift response. Hong * Commonwealth Bank response (manager, 24 / 07 / 2013) Dear. Hong Thank you for taking time to contact Commonwealth Bank. I confirmed your problem. It happened because of a computer error. It was obviously our fault by the person in charge who didn’t recheck the data. We apologize for the error and regret any inconvenience it may have caused. I made assurance doubly sure to change your address. Once again, please accept my apologies for not providing you with the service you expected on this occasion. If I can be of any further assistance, please do not hesitate to contact me at 9455-7789. Thank you for giving us the opportunity to assist you. Yours sincerely, John Krey. <Verbal Complaint written script> A : Hello, how can I help you? B : I would like to make a complaint. A : What’s the problem? B : One month ago, I required to change my address...
Words: 1650 - Pages: 7
...Kulliyyah of Information and Communication Technology (KICT) Project Management in IT INFO 3501 (Section 1) Semester 2, 2013/2014 Title My FYP: IIUM e-Complaint System Prepared By ‘Izzati Khairunnisa Binti Nordin Prepared For Madam Noor Azian bt. Mohamad Ali 1117368 CHAPTER 1: INTRODUCTION AND JUSTIFICATION OF PROJECT International Islamic University Malaysia (IIUM) is a well-known university within Malaysia as well as around the globe with its beautiful eco-friendly scenery and good facilities. Facilities provided by university’s management must be preserved and has to be in a good condition as it is representing university’s image as an international university. Therefore, this IIUM e-Complaint System (IeCS) will be develop to record and manage complaints regarding facilities inside the university as this will ease management to maintain wellness of university’s facilities. This system can be accessible by students and staffs to report any damages as they can submit complaint without having to logging into the system. Complainant however must provide sufficient details such as matric number or staff identification, full name and contact number. Additional to that, database is also needed for administrator to store complaints and its status. As reflect to that function, this system can provide the status of damages reported as to make sure those damages have been looked and solved by authorize management division. In order to develop this system, Oracle Database...
Words: 1862 - Pages: 8
...STATE OF CALIFORNIA SOLANO COUNTY CIRCUIT COURT SANDRA ELMORE and BOB ELMORE, Plaintiffs Civil Action, File No. 1234 v. RAMBLER AMERICAN INC and MISSION INC Defendants Plaintiff Demands Trial by Jury COMPLAINT FOR NEGLIGENCE Plaintiffs Sandra Elmore and Bob Elmore bring forth the following causes of action and allege the following: 1. The jurisdiction of this court is based on Plaintiffs being citizens of Vallejo, California in the county of Solano and the amount in controversy in the action which is more than $2,500. 2. Plaintiff Sandra Elmore is a teacher and homemaker who resides at 100 Galaxy Drive, Vallejo, in Solano County, California. 3. Plaintiff Bob Elmore is the husband of Sandra Elmore and resides with her. 4. Defendant Rambler American Inc. is incorporated in the state of Delaware, with its principal place of business located at 15000 Rambler Way, Vallejo, California. 5. Defendant Mission Inc. is incorporated in the state of Delaware with its principal place of business at 500 Main Street, Vallejo, California. 6. On March 16, 1962 plaintiffs Sandra Elmore and Bob Elmore purchased a 1962 Rambler American station wagon from Mission. 7. Defendant Mission Inc. serviced the vehicle at approximately 1,500 miles had been driven. Mission Inc. changed the oil, changed the oil filter, and lubricated the vehicle. 8. After the vehicle was serviced by Mission Inc. Plaintiff, Sandra Elmore noticed a shimmy when driving...
Words: 900 - Pages: 4
...Shazad Mirza (GLOBIS JAPAN) Complaints are a Goldmine! -> Yes, They are. Complaints always play a very positive role in polishing corporation products and services. It may be a hard task to patiently gather this information as a tone of complaint. Whether you really want to or not – A corporation has to deal with customer complaints if it wants to keep running smoothly. We should look at complaints not just as complains about products & services but as a Feedback. This old saying should be modified as. Complaints are a Goldmine --> Feedbacks are a Goldmine When, we get feedback from our client how do we feel? Of course we appreciate and show our gratitude toward the clients who spare his/her precious time and help us to improve our products & services. Companies are spending huge amount of money to fulfill the demand of customers and market, and to keep them happy. If corporations want to gather a survey report about there products & services in the market, it needs a lot of resources to collect nation-wide data on the other hand feedbacks from the customers are free. Listening to customer experiences and providing them right services, you are making them your loyal customers and they will spread the news about your services without costing you anything. Corporations should make a reward policy for employees who gather most valuable feedback from customers and also reward the customer and by executing these feedbacks timely, you get the best form of free...
Words: 341 - Pages: 2
...In our case, a guest is having meal in The Hong Kong Jockey Club. She has order an a la carte with steak. She would like her steak with well done. Unfortunately, the waiter gives her a wrong meat temperature dish, i.e. medium. The guest is not satisfy with the dish and begin lose temper asking for explanation. The waiter has do the following step to provide the right and quality service to the guest. Firstly, the waiter tries to calm the guest down. Secondly, he is listening to the guest’s grievances, so as to provide the right service to the guest again. And he is allowing the guest to vent, to let the guest express her unsatisfactory. Thirdly, the employee tries to apologize for the wrong service, to give the image that our restaurant is willing to correct our mistake and not to happen again. Fourthly, the employee has done the corrective action. He asks the chef to cook the dish again as soon as possible. And with the correct meat temperature i.e. well done. This can show to the guest that we have a positive “can do” attitude. Finally, servicing the guest with politeness again. The skills and theories that we have apply in the case: For the procedural side: We have attempt timeliness. When the guest has problem regarding the steak she ordered. The employee has taken immediate action to approach to the guest. Listening what is her concerns and grievances. Then make a corrective action. Therefore, we can practice the moment of truth to the guest. Communication skill...
Words: 616 - Pages: 3
...Civil Litigation PA110 Unit 3 Assignment Tuesday, June 25, 2013 IN THE UNITED STATES DISTRICT COURT FOR THE NORTHERN DISTRICT OF ILLINOIS JUSTIN WILLIAM KING, ) ) Plaintiff. ) ) ) v. ) ) ANHEUSER-BUSCH COMPANIES, INC. ) ) Defendant. ) ____________________________________) COMPLAINT Comes now the plaintiff, Justin King, by and through his attorney, states as follows: PARTIES AND JURISDICTION 1. Plaintiff, for all times mentioned herein, was and is a resident of Cook County, State of Illinois. 2. Defendant is a corporation with is principal place of business in Saint Louis, Missouri and carries on business in United States District Court for the Northern District of Illinois. This court has subject matter jurisdiction over the claims presented in this complaint under 28 U.S.C. § 1332 because plaintiff is a resident of Illinois and the defendant is a citizen of Illinois and the amount in controversy exceeds $75,000, exclusive of fees and costs. Personal jurisdiction and venue are proper in this District pursuant to 28 U.S.C. § 1391 because the acts of defendant caused harm to plaintiff in Paxton, in Ford County of Illinois. COUNT I: ________ On or about April, 8th 2011 plaintiff Justin William King was in an auto accident with the defendant...
Words: 886 - Pages: 4
...SANDRA ELMORE IN THE SUPERIOR COURT Plaintiff v. FOR MISSION, VALLEJO, CALIFORNIA Defendant CASE NO: 123456 Sandra Elmore, Plaintiff, by her attorney, sues the defendant, Mission and states as follow: Jurisdiction and Venue 1. Sandra Elmore , Plaintiff, is a resident of California. 2. Mission, Defendant, is a resident of California. 3. This action arises from an incident which occurred on April 29, 1962 in the state of California. 4. Jurisdiction and venue are proper according to rule 1.1 of the California state rules of Litigation. STATEMENT OF FACTS 5. On or about March 16, 1962, plaintiff Mrs. Sandra Elmore and her husband purchased a 1962 Rambler American station wagon from Mission. 6. The car was serviced by Mission after it had been driven about 1,500 miles. Subsequently, Mrs. Elmore noticed that the car was shimmying when she drove it between 60 and 65 miles per hour. 7. The accident occurred shortly after noon on April 29, 1962 a bright clear day. 8. Mrs. Elmore was driving in a southerly direction on a threelane road near Northridge at 45 miles per hour. 9. Something metal fell from the forward part of the vehicle and began to drag. 10. The car then began to fish tail. 11. Mrs. Elmore’s car was forced into the other lane and struck a moving vehicle. 12. Mrs. Elmore suffered head...
Words: 429 - Pages: 2
...Santa Blumberga Ieriķu Street 24 Rīga LV-1292 02.10.2015 Customer Service McDonald’s Restaurants Ltd Merķeļa Street 1 Rīga LV-1050 Dear Sir or Madam, I am writing to complain about the customer service in McDonald’s restaurant in Rīga, Merķeļa Street 1. To begin the description of my unpleasant experience I would like to express my disappointment in the customer service and quality of food. On 1st of October 2015, around 21:30 I came to this particular restaurant in Merķeļa Street 1. It was surprisingly empty and the last thing I would say about the particular situation that it was crowded. I and my friends waited for more than 40 minutes to get our food due to some technical problems as we were told. However in the same time several people who got in to the restaurant after us collected their food before us. Second unpleasant experience was the attitude from people who worked there. While we were waiting for the food one of the girls completely ignored our request to check if everything was fine with our order. And the young man was even ruder by telling us to, and I quote: ‘’**** off with our questions. When the food will be ready, you will get it!’’. And once we got the food he just dropped it on the counter and ignored us. And the most unpleasant part was the food. It looked funny; it was overcooked and tasted stale. I have never eaten something that bad! I look forward to your replay and solution to this very unpleasant situation. I am not asking that someone...
Words: 288 - Pages: 2
...PROCEDURES IN HANDLING COMPLAINT I. Objectives 1. To have working guidelines in implementing the provisions of BSC Company Rules and Regulations on security personnel offenses. 2. To provide procedures on how to handle complaint filed against any security personnel assigned on client premises II. Coverage All Security Personnel shall be covered by this procedural guidelines. III. Reference Company Rules Regulations IV. Operational Procedures 1. The complainant should be filed either verbal or in writing. If it is filed through writing, it should be signed by the complainant and accomplished in three (3) copies, the original of which is for the Security Office and a copy for and for the complainant. The written complaint should include the following: a. The name of the respondent against whom the complainant is filed. b. A detailed statement of facts surrounding the commission of the act complained of. 2. The Security Office shall notify the respondent in writing of the complainant filed against him/her by the complainant and requires him/her to answer the complainant in writing within twenty (24) hours from the receipt of the letter. A copy of the complainant shall be attached. 3. Upon receipt of the written answer by the respondent, the PSM shall refer the case to the Technical Section Lead for proper investigation and evaluation, the complete record of the case which includes the written complainant, the answer and other...
Words: 346 - Pages: 2
...Case 2 - Baggage Complaints: Descriptive Statistics and Time Series Plots Baggage Complaints: Descriptive Statistics and Time Series Plots Background Anyone who travels by air knows that occasional problems are inevitable. Flights can be delayed or cancelled due to weather conditions, mechanical problems, or labor strikes, and baggage can be lost, delayed, damaged, or pilfered. Given that many airlines are now charging for bags, issues with baggage are particularly annoying. Baggage problems can have a serious impact on customer loyalty, and can be costly to the airlines (airlines often have to deliver bags). Air carriers report flight delays, cancellations, overbookings, late arrivals, baggage complaints, and other operating statistics to the U.S. government, which compiles the data and reports it to the public. The Task Do some airlines do a better job of handling baggage? Compare the baggage complaints for three airlines: American Eagle, Hawaiian, and United. Which airline has the best record? The worst? Are complaints getting better or worse over time? Are there other factors, such as destinations, seasonal effects or the volume of travelers that affect baggage performance? The Data Baggage Complaints.jmp The data set contains monthly observations from 2004 to 2010 for United Airlines, American Eagle, and Hawaiian Airlines. The variables in the data set include: Baggage Scheduled Cancelled Enplaned The total number of passenger complaints for theft of baggage...
Words: 1404 - Pages: 6
...money off complaints One software company holds weekly staff meetings to build morale and allow for status reports from each department. One part of their meetings is the report on how many customer problems they rectified the past week. If the number increased, the group was given praise. When asked why they praise increased problem calls, as opposed to working to fix those problems in the software or documentation, the owner said that they charge for each call, so it is a way to increase their income. In other words, instead of making the customer completely satisfied with the product, they preferred some dissatisfaction, so they could fix the problem and make extra money from it. This software package was a high-ticket, expensive application that was mainly sold to small companies. They also charged $50 for a user manual for the software. Since the customers made a substantial investment in the software, they wanted to continue using it. But I wonder how much ill-will was created, even if the application usually performed well. Complaints that fall on deaf ears Have you ever experienced poor service or purchased a defective product and complained about it, only to have your complaints fall on deaf ears? Many companies that have plenty of business feel they don’t need to bother with complainers. These businesses become very independent, especially if they have a product or service in demand. Some continue to succeed, even though they ignore customer complaints, but many...
Words: 263 - Pages: 2
...To: Teacher From: , Student Assignment 4 ------------------------------------------------- Date: February 5, 2014 SUPERIOR COURT OF FREEDONIA, COUNTY OF FREEDONIA __________________ Deidre Jones, Plaintiff, vs. Jack Daniels, Defendant(s). | )))))))))) | Case No.: 123456PLAINTIFF’S COMPLAINT | Plaintiff, Deidre Jones complaining of the Defendant, alleges that: JURISDICTION AND PARTIES 1. The court has jurisdiction of this matter based on Rule 1.1 of the Fredonia State rules of litigation and venue is proper for the County of Freedonia. 2. Plaintiff, Deidre Jones is and here in all times mentioned a resident of Freedonia. 3. Defendant, Jack Daniels is and here in all times mentioned a resident of Fredonia. 4. This complaint arises from an incident which occurred on January 3, 2014 in Freedonia. GENERAL ALLEGATIONS 5. On or about January 3, 2014 Plaintiff was standing alone when Defendant approached the plaintiff and forcibly yanked the plaintiff’s purse strap off the plaintiff’s shoulder. 6. The Defendant took off in a run with the purse in hand. 7. The plaintiff begins running after the defendant when the defendant picks up a rock and in plain sight throws it at the Plaintiff. The plaintiff ducks as the rock nears and successfully avoids being hit...
Words: 801 - Pages: 4
...* * * ** * * ** * * ** * * ** * * * * IN THE Deirdre Jones Plaintiff * CIRCUIT COURT v. * FOR JACK DANIELS * HYPOVILLE, CA Defendant * FILE NO. 123456 * * * * * * * * * * * * * * ** * * * COMPLAINT AND PRAYER FOR JURY TRIAL Deirdre Jones, Plaintiff, by Margaret Smith, his attorney, sues the defendant , Jack Daniels, and in Support, states as follows: PREAMBLE 1. Deirdre Jones, Plaintiff, is a resident of Fredonia. 2. Jack Daniels, Defendant, is a resident of Freedonia. 3. The Defendant regularly visits and is engaged in business in Freedonia. 4. This action arises from a theft and burglary attempt which occurred on May 22, 2000, on Freedonia Rd . STATEMENT OF FACTS 5. On May 22, 2000, the Plaintiff, Deirdre Jones, was Hanging out with friends and relaxing. When all of a sudden the defendant, Jack Daniels comes up from behind her and tries to take her purse. 6. At the same time, The Plaintiff, who is a 2 time Olympic gymnast runs after the defendant, catches up to him and takes back her purse The defendant, then, shouts a defamatory statement. "You stupid b----, drop dead!” The Plaintiff is very hurt by the defendant’s remarks. She notices when she arrives home that her wallet fell out during the struggle which caused her to lose $60.00 in cash and other personal items. COUNT ONE Plaintiff, Deirdre Jones alleges and incorporates by reference a All those facts and allegations in Paragraphs 1 through 6 above and further alleges: 7. The actions were...
Words: 538 - Pages: 3
