LETTERS OF COMPLAINT

LETTERS OF COMPLAINT

Introduction

Paragraph 1 - reason for writing

Main Body

Paragraphs 2-3 - complaint(s) and justification

Conclusion

Final Paragraph - suggested action to be taken, Closing remarks

Full name

- Letter of complaint is normally written in a formal style.

- Letters should start with an appropriate greeting (e.g. Dear Sir, Dear Brown, etc)

- Mild or strong language can be used depending on the feelings of the writer or the seriousness of the complaint, but abusive language must never be used

- You should state the reason for the complaint in the first paragraph

- Start a new paragraph for each different aspect of the topic

- Any complaints you make should be supported with a justification

- Complaints and justification can be linked with appropriate linking words and phrases

Useful language for Letters of Complaint

Opening Remarks:

- I am writing to complain about/regarding/on account of/because of/on the subject of...

- I am writing to draw your attention to...

- I am writing in connection with...

- I am writing to express my strong dissatisfaction with...

- I am afraid to say I have numbers of complaints about...

- I am sorry to say that I was very disappointed with...

- I was appalled at...

- I feel I must protest/complain about...

Useful phrases:

- We ought to discuss the matter...

- To make matters worse...

- I was very disappointed to find that...

- I would be grateful if you could...

- I should have been informed that...

- The first problem was... Another problem was... The most visible problem...

- I hope you will understand that I was very dissatisfied...

- I believe you can appreciate how disappointed I was when...

Linking words:

- Even though, however, furthermore, firstly, finally etc.

Closing Remarks:

- I would like to hear your explanation for the above problems...

- I would therefore be grateful if you could give me a full refund...

- I would like a full refund as soon as possible...

- I would like to have all or part of my money refunded...

- I am not satisfied with...

- I hope/assume you will replace...

- I trust the situation will improve...

- I hope the matter will be resolved...

- I hope we can sort this matter out amicably

- I look forward to hearing from you in your earliest convenience to offer me a complete refund

- I feel I am entitled to a partial refund in addition to an apology for the inconvenience caused

- I insist you replace the item at once...

- I demand a full refund...

- I hope that I will not be forced to take further action

- I look forward to hearing your early reply

- I look forward to receiving a prompt reply

Example of Complaint Letter

Dear Mr Thompsen,

I recently received a letter from a Mr Robinson, a valued customer of ours. He purchased an Italian coffee table and four French dining-room chairs from us which your company delivered to his residence.

He has written to complain that the purchases arrived damaged. We pride ourselves in the quality of our products and would like an explanation as to how this mishap occurred. Even though the items are insured, our reputation is at stake.

I would be most grateful if you would reply as soon as possible so that this matter can be resolved to everyone's satisfaction.

Sincerely

Jackie Middleton

Customer Services Manager

FORMAL LETTERS

There are different types of formal letters. Basically, they all have the same layout styles, salutation and endings. However, the information that you include in these letters differ. Here is a closer look at different types of formal letters.

1.       Inquiry letters

These letters are used to request more information about a product or service. You must clearly explain what information you are seeking. You may also ask for further details in the form of catalogs, brochures etc.

2.       Sales Letters

Sales letters are used to promote new products and services. A sales letter must clearly state the advantages of using the specific product you are trying to promote. Ideally, a sales letter must highlight an important problem and then explain how that problem can be solved by using your product. All sales letters must include a call to action.

3.       Acceptance letter

An acceptance letter is one that is written when you want to accept a job, a gift, an invitation, an honor, a resignation etc. You may have verbally accepted the job or gift. Still it is a smart idea to formally accept the offer with an acceptance letter.

4.       Replying to an Inquiry

This is the kind of letter that you may have to write very often. Customers who make inquiries about your products or services are definitely interested in buying them. When you reply to these inquiries you have to provide as much information as possible. Your reply should prompt the client to take the desired action: it could be subscribing to a service you provide or purchasing a product you offer.

5.       Making a Claim

We are not always satisfied with the quality of a product or service we purchase. In that case, we will need to make a claim against unsatisfactory work. A claim letter must clearly express your dissatisfaction. It must also state what action you expect the service provider to take.

6.       Adjusting a Claim

Your company may be offering the best products and services. Nonetheless, from time to time you may be called upon to adjust a claim. This type of letters must address the specific concerns of dissatisfied customers.

7.       Apology letters

Business apology letters should be typed on a computer. Use a serif font, such as Times Roman. Once you have typed the letter, print it on good quality, white paper.

8.       Cover Letters

A cover letter is one that is sent along with your CV when you are applying for a job. The purpose of a cover letter is to elicit a positive response from your prospective employers by highlighting the plus points in your resume.

9.       Order Letters

Order letters are sent by consumers or businesses to a manufacturer, retailer or wholesaler to order goods or services. These letters must contain specific information such as model number, name of the product, the quantity desired and expected price. Payment is sometimes included with the letter.

10.   Complaint Letters

The words and tone you choose to use in a letter complaining to a business may be the deciding factor on whether your complaint is satisfied. Be direct but tactful and always use a professional tone if you want the company to listen to you.

11.   Follow-Up Letter

Follow-up letters are usually sent after some type of initial communication. This could be a sales department thanking a customer for an order, a businessman reviewing the outcome of a meeting or a job seeker inquiring about the status of his application. In many cases, these letters are a combination thank-you note and sales letter.

12.   Letters of Recommendation

Prospective employers often ask job applicants for letters of recommendation before they hire them. This type of letter is usually from a previous employer or professor, and it describes the sender’s relationship with and opinion of the job seeker.

13.   Acknowledgment Letters

Acknowledgment letters act as simple receipts. Businesses send them to let others know that they have received a prior communication, but action may or may not have taken place.

14.   Letters of Resignation

When an employee plans to leave his job, a letter of resignation is usually sent to his immediate manager giving him notice and letting him know when the last day of employment will be. In many cases, the employee also will detail his reason for leaving the company.

HOW TO RESPOND TO SADNESS AND PAIN

DESCRIPTION

Basic competence: Responding to the meaning conversation transactional (to get things done) and interpersonal (social) and continued (continuous) which uses a variety of spoken language accurately, fluently, and acceptable in daily life context and involves speech: showing attitudes toward something, responding to expression of sadness.

LESSON

Learning Objective: In this lesson, you will learn about how to respond to sadness and pain.

Responding to sadness

When you see people around you look so sad or crying, what will you do? Will you ask them why or just look at them?

Sadness is unpleasant or unhappy feeling about something bad which happened in the past. When people telling you about their sadness, you can respond with various ways such as giving a hug, cheer them up, asking them to go out or watch, etc. However, not all people will tell you the reason why they look so sad. When you see your friends or relatives look so sad, you can ask them by using these phrases to show your care:

§   What’s going on?

§   What can I do to help?

§   Would you like to talk about it?

§   Is there anything I can do for you?

If they are trying to tell you their problem, you may also use the following short phrases while you are listening to:

§   Oh no!

§   Oh dear.

§   What a pity!

§   Oh, poor you.

§   That's horrible.

Then, show your care by motivating or supporting them by using these phrases:

§   Cheer up!

§   Lighten up!

§   Take it easy.

§   It’ll get better soon.

Relief them by telling that you also feel what they feel to make them not feel alone in their sadness by saying the following phrases:

§   I feel you.

§   That's too bad.

§   I can't believe that.

§   I know how you feel.

§   I'm sorry to hear that.

§   I’m really sad to know it.

Responding to pain

Pain is a feeling of both physical and mental suffering caused by diseases or injury. When something or someone hurts you, you may feel so sad or upset. How do you feel if this condition happens to your friends, relatives or others? Will you feel the same? Actually, it is not about we feel the same or not. When you care of people around you, you should respond to the pain by using these phrases:

§   I'm sorry to hear that.

§   It must be really pain.

§   That’s really bad.

§   That’s terrible.

§   Oh, poor you.

You also can respond them by giving suggestion when someone feels sick or got injured. Here are phrases you can use:

§   You should see a doctor.

§   Take a medicine.

§   Take some rest.

Or ask them what they really want or need by using the following phrases:

§   Should I take you some medicine?

§   Should I call the doctor?

§   What can I do to help?

§   What’s going on?

v  In conclusion, responding sadness and pain has different ways. Sadness means feeling pain mentally such as unsatisfactory feeling towards something happened in the past, while pain is suffering from mental or physical illness.

v  To respond to sadness, you can ask about their problem or cheer people up by support them.

v  To respond to pain, you can suggest them to see a doctor or take some medicine when they got injured.

Written by Windi Asariastika

Reading: Advanced Dialogues (Suggesting, Requesting, Instructing)

DESCRIPTION

Responding to the meaning and rhetorical stages of a monologue text that uses a variety of written language accurately, fluently and acceptable in the context of everyday life and to use science in text form: narrative and reviews

LESSON

In this lesson you will learn about how to understand in using suggesting, Requesting, Instructing in the daily life context.

Look these pictures below.

What do you see in the pictures above? Have you ever got same experience?

The pictures describe a boy who is trying getting help. He has a problem with his bike. If you are in this situation, what will you do? You need help, right? If people come to you, what will you say? When you need a help, you will request something or ask for a suggestion. However, you should know how to use its expression in proper context. Thus, in this lesson, you will learn about how to make a suggestion, request, and instruction in the daily life context.

SUGGESTING

Suggesting is expressing an idea or feeling about what someone should or not should do. It is commonly expressed without stating it directly. For example, your friend seems need a help because of problem then you try to help him by giving suggestion. To express suggestion, there are various ways to express suggestion. Pay attention to the following phrases:

Giving Suggestions

§   You should …..

§   You’d better …..

§   You could (might) …..

§   You really should/ought to …..

§   I suggest/recommend that you …..

Accepting Suggestions

§   I’ll do/try that.

§   I think you’re right.

§   Thank you/ Thanks.

§   Why didn’t I think of that?

§   That’s a good/nice/wonderful, idea/suggestion.

Rejecting suggestions

§   I tried that, but …

§   That’s a good idea, but …

§   I don’t want to/can’t do that because …

§   Thanks, but that won’t work/help because …

For examples:

o    You should take this way

o    Why don’t you go to the cinema?

o    If I were you, I would take the chance.

o    You could take a rest before attending the meeting.

o    How about going to Bromo Mountain this weekend?

REQUESTING

Requesting is expressing or asking for something or someone to do something politely. To make a polite sense, you should put the word “please” in the phrase. You can also use question tag in requesting something. Modals of ability such as can, may, and might are used to asks someone whether is able to do it or not. For examples:

o    “Switch on the lamp, please.”

o    “Close the door, will you?

Requesting

§   “Would you mind …, please?” is more polite than other phrases. It is usually used in formal context. For example: Would you mind washing my clothes, please?

§   “Can/Could/Will/Would you …?” is using modals of ability. For example: “Can you take a drink for me?”

§   “Please …” is polite request.

Accepting Requests

§   Sure, I’d be glad/happy to …

§   Of course/Certainly.

§   No problem.

§   Sure. Just a moment.

Refusing Requests

§   I’d loved to, but …

§   It sounds great, but …

§   I’m/sorry, but …

§   Sorry to say that …

For example:

o    Would you mind having dinner with me tonight?

o    Could you please call my mom to come to school, please?

o    Will/Would you come to my birthday party?

o    Please tell me what happen to you.

INSTRUCTING

You may ever read an instruction in Instructing is expressing order or asking someone to do something, especially in a formal way. For example:

o    "Put the flowers over there, Fin."

o    "Step out of your bike, sir."

To understand how to use instruction, you can pay attention to the following phrase:

Giving Instruction

§   Using bare infinitive in the first sentence. For example:

o    Bring a bottle of water for me, please.

o    Close the door before I’m getting cold

o    Listen to the audio before you answer the question

o    Buy me some drinks, please.

Responding to instruction

§   Okay.

§   Alright.

§   I’ll do it.

To understand how to use the expression of suggestion, request, and instruction, read the following conversations:

Conversation 1

Teacher   : “Show me your homework.”

Hadi          : “I’m sorry. I didn’t do my homework.”

Teacher   : “Why didn’t you do your homework after school?”

Hadi          : “I stayed along night for helping my mother.”

Conversation 2

Fina         : "What are you doing?"

Dila          : "I'm reading news. There is a huge earthquake in Nepal. The victims are almost 900 people."

Fina         : "Really? I'm sorry to hear that."

Dila          : "Do you mind if I borrow your phone?”

Fina          : “Sure. What for?”

Dila           : “Browsing the internet. I want to know how bad the damage there."