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Part 4: Business Letters, Memorandums and E-mails

e- Always begin your reply by thanking the customer that
you have received the letter.

f- Try to understand exactly the problem, which is included
in the letter and whether it can be justified or not.

g- If you are quite sure that the customer is exaggerating in
the complaint, your reply should politely point out what
the facts are.

h- Apologise for the inconvenience and explain why it
happened.

i- Do not blame members of your staff.
j- Explain the action you that you will take. It can be for

instance, refunding the customer’s money or giving a
discount on a future holiday.
k- Finally, apologise for the mistake and indicate that you
hope that your business relationship can continue.

Important phrases for replying to a letter of
complaint:

The following phrases are useful when responding to a
written complaint. The reply should include sympathy, apology,
explanation, compensation and some other items, as indicated in
the following points:

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