Page 105 - Dedication

a- Show sympathy:

When a reply is written to a letter of complaint, you have to
show sympathy by writing for instance "we are very sorry to hear
that you did not enjoy your holiday with us".

b- Apologise:

Do not forget to apologise by writing one of the following
statements:

 We apologise for any inconvenience, but…. .
 Please accept our apologies.
 Please accept our genuine/sincere apologies.
 I am terribly sorry about that.
 I am really sorry about that sir/madam/Mr./Mrs./Miss./Ms.
 I am very sorry about that sir/madam/Mr./Mrs./Miss./Ms.
 I will do it right away sir/madam/Mr./Mrs./Miss./Ms.
 I will look into it right away.
 I will make sure it will not happen again.
 I will make sure it will not be repeated again.

c- Give an explanation:

The situation should be explained to the customer by writing
an accurate explanation in more than one paragraph, as indicated:

 We are writing to explain some few points.
 There are some points that we want to explain to you.
 I want to explain some points to you.

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