Page 58 - Today’s Business Communication; A How-to Guide for the Modern Professional

WhY MUST I REMEMBER ThAT COMMUNICATION 47

Sample Response to Negative Customer Feedback

Zimpal Group, LLC
1028 Boulevard
Box 314
West Hartford, CT 06119
860.578.8643

January 31, 2014
Ms. Sheree Sherazod
1234 Maple ST
Made Up City, CT 12345-678
Dear Ms. Sherazod—

Thank you for your recent letter to us explaining your experience
when you attended our seminar last month in Made Up City.
Your correspondence demonstrated a need for Zimpal Group to
review client registration processes at its seminars. Please accept our
apologies for your negative experience with our registration desk.
At Zimpal, we strive to exceed our clients’ expectations, and clearly
we were unable to do so with you.

Your interaction with our temporary employee at the registration
desk was unfortunate. We are unable to refund the price of your
attendance, because despite the unpleasant demeanor of the
temporary employee, you chose to attend the full-day’s session.
You might be interested in knowing that because of your help in
bringing a problem to our attention, we will not employ again the
temporary worker with whom you had a negative interaction.

Please give us another chance to wow you with our service. We
have another seminar coming up in Made Up City in April, and
we would welcome your attendance. And please come up front to
speak with me in April, so you can tell me whether we exceeded
your expectations this second time.

With best regards,
Jason Snyder, PhD
Partner, Zimpal Group, LLC