Anglická úřední korespondence
WEEK 7: Complaints and Adjustments - deadline 10.11. - non-graded
Read through the unit in the book on COMPLAINTS AND ADJUSTMENTS (unjustified complaints, making general complaints) and reply to the letters of complaint (justified or unjustified complaints).
As a task for this week, write a letter of complaint (non-delivery, damage, bad customer service, etc.), either a justified or an unjustified one. Make absolutely sure your facts are correct. Do not delay sending your letter. Complain as soon as you realize a mistake has been made. Avoid using emotional terms and remain polite. Refrain from being rude and personal. Clearly explain the problem and suggest a solution.
In the second part of your task, you are asked to write a corresponding reply to your letter of complaint, use appropriate language, ask for time to investigate the complaint (if you need it), or explain the mistake straight away, and solve the problem. You can also reject a complaint (customer did not follow the terms and conditions or a product manual - e. g. wrong usage of the electrical device).
Always thank your customers for pointing out a mistake or fault and apologize for the inconvenience if the mistake or fault has been made on your side.
You will find examples of letters in the book, specifically in Unit 7, titled "Complaints and Adjustments."
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