A letter from a customer requesting an adjustment to a business for a product: Graduate Writing, UK
| University | University of Oxford (UO) |
| Subject | Graduate Writing |
You will create three separate but related items:
- Letter #1 A letter from a customer requesting an adjustment to a business for a product
- Letter #2 An Adjustment letter from a business saying yes to the customer letter (also known as granting a request for an adjustment – this uses the direct approach)
- Letter #3 An Adjustment letter from a business saying no to the customer letter (also known as refusing the request for an adjustment – this uses the indirect approach)
Submit all three sections within a single document – in other words, page 1 is letter 1, page 2 is letter 2, page 3 is letter 3.
Letter 1 – A letter from a customer requesting an adjustment from a business for a product – refer to 10.2 to help you.
- You are the customer. You are writing a letter requesting an adjustment from a business for a product. You must sign up for the product and business. No duplications please.
- You can decide what company and what the issue is.
- your email and phone contact details at the top of the letter
- Today’s date
- A fictitious name Mr. Or Ms. first name and surname (not “To Whom It May Concern”), Customer Relations Department, the name and address of the business
- The salutation (Dear Mr. Or Ms. Surname)
- Four paragraphs to document the details, explain what is wrong, clearly state what should be done, and to thank and specify an acceptable time frame.
- Complimentary closing (thank you).
- Sincerely, your name
Template for Letter #1 A complaint letter from you (the consumer) to the company
FROM:
Your name
Your email address
Your phone number
Today’s date
TO:
First name Last name
Customer Relations Department
Company Name
Fake Email address
Dear First name:
Paragraph #1 document all relevant details about the product.
Paragraph #2 explain politely what is wrong
Paragraph #3 clearly state what should be done.
Paragraph (one sentence) #4 specify an acceptable timeframe.
Thank you.
Sincerely,
Your first name and last name
Do You Need Assignment of This Question
Letter #2 An Adjustment letter from a business saying yes to the customer letter (also known as granting request for an adjustment – this uses the direct approach) – refer to 10.4.2 to help you.
- Now you are writing the adjustment letter saying yes to the customer. You are writing a response as the fictitious named person from the Customer Service department at the business identified back to you the customer
- You are using the direct approach. See this week’s lecture.
- A Response within the time frame specified for the complaint letter
- An Apology and announces good news
- Explain what happened and why problem will not recur
- Express respect for the customer
- Close with friendly offer to help again
- Signature (person’s name and title).
Template for Letter #2 An Adjustment Letter saying “Yes” from the company to you the customer
FROM:
The name of the person at the company
Customer Relations Department
Company Name
Fake Email address
The date (within the 5 business days)
TO:
The customer name
The customer email address
The customer phone number
Dear (customer first name),
Paragraph #1 Apologize and announce good news
Paragraph #2 Explain what happened and why the problem will not reoccur.
Paragraph #3 Express respect for the customer
Paragraph #4 (brief one sentence) Close with a friendly offer to help again.
Sincerely,
First name Last name
Customer Relations Department
Company Name
Letter #3 An Adjustment letter from a business saying no to the customer letter (also known as refusing the request for an adjustment – this uses the indirect approach) – Refer to 11.5.5 to help you
- Now you are writing the adjustment letter saying no to the customer. You are writing a response as the fictitious named person from the Customer Service department at the business identified back to you the customer
- You are using the indirect approach.
- Make sure you write this following the format to include:
- Response within the time frame specified for the complaint letter
- Buffer to thank and sympathize with the reader
- Explain problem without directly blaming the reader; gives firm decision
- Turns a “No” into a “Yes” for customer
- Ends politely without referring to the problem.
- Signature (person’s name and title).
Template for Letter #3 An Adjustment Letter saying “No” from the company to you the customer
FROM:
The name of the person at the company
Customer Relations Department
Company Name
Fake Email address
The date (within the 5 business days)
TO:
The customer name
The customer email address
The customer phone number
Dear (customer first name),
Paragraph #1 Buffer – thank and sympathize with the reader
Paragraph #2 Explain problem without directly blaming the reader; give a firm decision
Paragraph #3 Turn a “No” into a “Yes” for the customer
Paragraph #4 (two sentences) End politely without any reference to the problem.
Sincerely,
First name Last name
Customer Relations Department
Company Name
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