You will create three separate but related items:
Letter #1 A letter from a customer requesting an adjustment to a business for a product
Letter #2 An Adjustment letter from a business saying yes to the customer letter (also known as granting a request for an adjustment – this uses the direct approach)
Letter #3 An Adjustment letter from a business saying no to the customer letter (also known as refusing the request for an adjustment – this uses the indirect approach)
Submit all three sections within a single document – in other words, page 1 is letter 1, page 2 is letter 2, page 3 is letter 3.
Letter 1 – A letter from a customer requesting an adjustment from a business for a product – refer to 10.2 to help you.
You are the customer. You are writing a letter requesting an adjustment from a business for a product. You must sign up for the product and business. No duplications please.
You can decide what company and what the issue is.
your email and phone contact details at the top of the letter
Today’s date
A fictitious name Mr. Or Ms. first name and surname (not “To Whom It May Concern”), Customer Relations Department, the name and address of the business
The salutation (Dear Mr. Or Ms. Surname)
Four paragraphs to document the details, explain what is wrong, clearly state what should be done, and to thank and specify an acceptable time frame.
Complimentary closing (thank you).
Sincerely, your name
Template for Letter #1 A complaint letter from you (the consumer) to the company
FROM:
Your name
Your email address
Your phone number
Today’s date
TO:
First name Last name
Customer Relations Department
Company Name
Fake Email address
Dear First name:
Paragraph #1 document all relevant details about the product.
Paragraph #2 explain politely what is wrong
Paragraph #3 clearly state what should be done.
Paragraph (one sentence) #4 specify an acceptable timeframe.
Thank you.
Sincerely,
Your first name and last name
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Letter #2 An Adjustment letter from a business saying yes to the customer letter (also known as granting request for an adjustment – this uses the direct approach) – refer to 10.4.2 to help you.
Now you are writing the adjustment letter saying yes to the customer. You are writing a response as the fictitious named person from the Customer Service department at the business identified back to you the customer
You are using the direct approach. See this week’s lecture.
A Response within the time frame specified for the complaint letter
An Apology and announces good news
Explain what happened and why problem will not recur
Express respect for the customer
Close with friendly offer to help again
Signature (person’s name and title).
Template for Letter #2 An Adjustment Letter saying “Yes” from the company to you the customer
FROM:
The name of the person at the company
Customer Relations Department
Company Name
Fake Email address
The date (within the 5 business days)
TO:
The customer name
The customer email address
The customer phone number
Dear (customer first name),
Paragraph #1 Apologize and announce good news
Paragraph #2 Explain what happened and why the problem will not reoccur.
Paragraph #3 Express respect for the customer
Paragraph #4 (brief one sentence) Close with a friendly offer to help again.
Sincerely,
First name Last name
Customer Relations Department
Company Name
Letter #3 An Adjustment letter from a business saying no to the customer letter (also known as refusing the request for an adjustment – this uses the indirect approach) – Refer to 11.5.5 to help you
Now you are writing the adjustment letter saying no to the customer. You are writing a response as the fictitious named person from the Customer Service department at the business identified back to you the customer
You are using the indirect approach.
Make sure you write this following the format to include:
Response within the time frame specified for the complaint letter
Buffer to thank and sympathize with the reader
Explain problem without directly blaming the reader; gives firm decision
Turns a “No” into a “Yes” for customer
Ends politely without referring to the problem.
Signature (person’s name and title).
Template for Letter #3 An Adjustment Letter saying “No” from the company to you the customer
FROM:
The name of the person at the company
Customer Relations Department
Company Name
Fake Email address
The date (within the 5 business days)
TO:
The customer name
The customer email address
The customer phone number
Dear (customer first name),
Paragraph #1 Buffer – thank and sympathize with the reader
Paragraph #2 Explain problem without directly blaming the reader; give a firm decision
Paragraph #3 Turn a “No” into a “Yes” for the customer
Paragraph #4 (two sentences) End politely without any reference to the problem.
Sincerely,
First name Last name
Customer Relations Department
Company Name
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