Page 16 - English for Economic Development

4. The solutions to solve the problems:
a. Show sympathy to the customer.
b. Explain the reasons why Rara Sinclair cannot get the discount.
c. Offer another solution to satisfy the customer.
d. Give confirmation about when her order will be delivered.

Responding to a complaint email
Read the responding email written by Tania Laura as the customer service director!

Re: Payment Complain

Dear Ms. Rara Sinclair

Thank you for writing your complaint. We acknowledge our customers seriously. First, please accept our
deep and sincere apologies on behalf of PT. King Mat Indonesia. It must be quite frustrating to wait for the
news and package to arrive at your house.

We checked our payment system and tracked your payment. We found out that you have not redeemed
the voucher to get a special discount. In consequence, you could not claim the discount. However, we truly
value every customer. Thus, we offer a solution for you to log in to your account on our official website
and redeem the voucher using this code 789-052. Afterward, please send the screenshot as proof that you
have claimed the discount. Then, please confirm by sending an email to this address and attaching the
screenshot and the payment proof. We will transfer your cashback into your account number after you
confirm the discount.

Concerning the product, we will deliver it immediately after you send the confirmation, and it takes
approximately four days to arrive at your home. Once again, we hope you are willing to accept our sincere
apologies regarding this inconvenience. If you require information, please do not hesitate to contact us
again.

Warm Regards,

Tania Laura
Customer Service Director

Following the responding email above, Tania Laura as the customer service director
tries to satisfy the customer and make sure the interaction runs well. At first, she
addresses her sympathy and apology for the inconvenience experienced by Rara

Sinclair. Then, she offers a solution to Rara Sinclair to claim the discount by redeeming
the voucher. In addition, she promises to deliver Rara's offers immediately.

Watch the video to enrich
your understanding in
responding to an email!

E N G L I S H F O R E C O N O M I C D E V E L O P M E N T 9