Page 82 - Buku Teori dan Praktik_Perkantoran

9. Replying to Complaints Letters (Balasan Surat Pengaduan)
Tujuan:
Untuk meminta maaf atas kesalahan-kesalahan
Untuk minta maaf atas keterlambatan dalam pengiriman barang
Untuk meminta maaf karena mutu barang yang dikirmkan ternyata tidak cocok dengan
contoh

Balasan surat pengaduan:
a) Keterlambatan pengiriman barang
Opening
We are very sorry that you should have caused to complain about delay in the delivery of
your order
We are sorry to learn from your letter of .. That the goods we sent to your order of .. Didn’t
reach you until last week
Closing
We hope you will be satisfied with the arrangement we have now made and apologize for
the inconvenience you have suffered.
We assure you we are doing all we can to speed up delivery and offer our apologies for the
inconvenience you suffered.

b) Barang yang diterima dalam keadaan rusak
Opening
We hasten to reply to your letter of ...and to apologize for the unfortunate damage you
pointed out.
Thank you for your letter of .. It has given us the opportunity to put know the most
unfortunate damage.
Closing
We apologize for any inconvenience you have suffered.
We apologize once more for the unfortunate damage and have taken steps to prevent
repetition.

c) Mutu Barang tidak sesuai contoh
Opening
We note with regret that you are not satisfied with the quality of the goods supplied to
your order No .... of.....
We are very sorry to learn that you are not satisfied with the quality of the goods we sent
on...
Closing
We hope this will settle all the matters.
We regret the trouble we have caused you
We trust that what we have made will satisfy you and look forward to receiving your
further orders

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