Customer receives a further payment request

No acknowledgement of receipt of the customer's cheque was received. On 14 August the customer received a printed note stating that work on the recorder had been completed and requesting payment of the amount due.

Customer writes to the Manager

Delay in returning the recorder and a request for payment of an amount already paid understandably angered the customer. The immediate reaction was writing a strong letter to the Manager. Instead the result was in terms more like to gain co-operation in rectifying what was probably quite an innocent mistake

Dear Mrs. Stansfield

STEREO CASSETTE RECORDER, MODEL NUMBER 660

I am sorry to have to write to you personally regarding delay in the return of the above recorder sent in for repair on 28 June. The facts are as follows:

1. On 28 June I spoke to your Mr Keith Jackson regarding my faulty tape recorder. As a result I sent my letter dated 28 June with the recorder requesting a quotation.

2. On 5 July your Service Department acknowledged receipt of the recorder and my letter.

3. Not having received the quotation I sent a reminder on 18 July, and on 25 July I received a service card (reference WE69376) quoting a charge of €60.85 for servicing.

4. This card was returned on 28 July with my cheque for that amount and my letter asking for the service to be carried out and the recorder returned as a matter of urgency

I heard nothing more until this morning when I was surprised to receive a printed form stating that the work had been completed and asking for payment of the amount due.

I am sure you will appreciate my concern at the length of time involved in this matter. As it is 2 full months since I sent the recorder to you, I hope you will arrange to return it immediately.

Yours faithfully

Manager's apology

In the reply the Manager admits fault. Sincerity in this matter will help to restore customer confidence and goodwill.

Dear Mr Richards

STEREO CASSETTE RECORDER. MODEL NUMBER 660

I was very sorry to learn from your letter of 14 August of the problems experienced in the repair and return of your tape recorder.

I have investigated this matter personally, and regret that the delay is due to the absence through illness of the assistant who was dealing with your order initially.

Please accept my apologies for the inconvenience which has been caused. The recorder has been sent to you today by express parcel post and I hope it will reach you quickly and in good condition.

Please do not hesitate to contact me if I can be of further assistance.

Yours sincerely

Customer thanks Manager

The correspondence could have ended with the Manager's letter, but the customer rightly felt that it would be a matter of courtesy to thank the manager for such prompt intervention.

Dear Mrs. Stansfield

STEREO CASSETTE RECORDER, MODEL NUMBER 660

Thank you for your letter of 3 September and for dealing so promptly with this matter. I can appreciate the circumstances which led to the delay which was experienced.

My tape recorder has been delivered and appears to be in good working order.

Yours sincerely

CHECKLIST

Дата добавления: 2015-10-29