Level: Pre-intermediate and above

Responding to a letter of complaint

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Updated: Wed, October 19, 2011,12:43 PM (GMT+0700)

Level: Pre-intermediate and above

Brief description:

In the last lesson we practiced writing a letter of complaint.

This lesson practices the language of dealing with complaints. It will be particularly useful for students who may need to deal with correspondence in their work.

KEY CONCEPT:

A customer making a complaint is a dissatisfied customer.

When we respond to a complaint, our aims are:

• to make our customer satisfied;

• to make our customer loyal.

We can do this by:

• showing we have listened and understood the complaint, and that we take it seriously;

• explaining how the problem arose;

• explaining what action we will take to remedy the situation;

• making an offer.

Understanding the letter of complaint

In the last lesson you wrote a letter of complaint about a hotel stay. Compare your letter to the letter below.

Dear Mr Geiger I am writing to complain about my visit to your hotel. I stayed with you for two nights on the 25th and 26th May this year and I am dissatisfied with the service I received. Your website claims that guests receive a warm welcome, but when I arrived at reception on the first night I had to wait 25 minutes before a receptionist helped me. I had booked a double room with an en-suite bathroom through the Internet, but there were no en-suite rooms available so I had to use the bathroom in the corridor. The website also says the hotel is comfortable and relaxing. But my room was too hot and at night there was construction noise from outside. I often visit your city and stay overnight for business. While your hotel is near the centre and therefore convenient, I will have to stay somewhere else if the service does not improve. I hope you will provide better service next time. Yours sincerely Rosalind Lee

The visitor had four problems. List them below:

a __________________________________

b __________________________________

c __________________________________

d __________________________________

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