Page 100 - Dedication

the shop assistant, travel agent or service provider. Routine
mistakes are these tiny mistakes that can be easily
corrected in a short period of time e.g. a wrong calculation
of the total price of a good or service.
b- A persuasive letter of complaint: is the letter, which is
written to deal with difficult problems and bad situations
that cannot be easily justified and tackled e.g. when the
airline company cancels a passenger's confirmed booking
of a non-refundable ticket by mistake.

General facts about complaints:

Complaints have some common facts that everyone should be
aware of, as indicated in the following points:

a- A problem can result from a mistake, which has happened
either by the business/company or the customer.

b- A complaint can be a buying signal that a customer wants
to continue to do business with you.

c- A complaint gives employees a chance to prevent the same
problem from happening again.

d- A complaint helps in improving the future services.
e- People get cross when something goes wrong specially if

they have saved all year for their holiday.

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