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Wilson.

If this   kind   of   letter  is  sent  the  customer  is understandably annoyed,  nevertheless there  is  no  reason  to write an  angry letter of complaint.  In the EXAMPLE 5 there are two complaints:  the first is about the "Swinger"  dresses colour and  the second - about the fact that air freight seems too expensive to MATTHEW & WILSON.

From this  letter  we see that the results are better for the correspondent takes the trouble to explain  his  complaint clearly and proposes ways in which matters can be put right.

Example 6.

Letters that  are  written  in  response to claims may be called adjustments. These letters are among the most difficult to write  as  they  require  under all circumstances patience, tact, and diplomacy.  You will not lose your customer  if  you react at his claim promptly.

GRANT &CLARKSON

148 Mortimer Street

London W1C 37D

MATTHEWS & WILSON

Ladies' Clothing

421 Michigan Avenue

Chicago, III.60602                   2nd December, 1996

Dear Sirs:

The colour of the dresses about which you complain is indeed lighter than it should be. Apparently this was overlooked by controller responsible. Please accept our apologies for the oversight.

We are sending you a new lot by air this week, and would ask you to return the faulty clothes at your convenience, carriage forward. Alternatively you may keep this lot for sale as seconds at a reduced price of &1,120.

You are perfectly correct in saying that packing and insurance costs are normally less for cargo sent by air. May we remind you, however, in this case your request to send the goods by air was made at very short notice. It was not possible for us to use the lighter air freight packing materials, as most of the dresses were ready for shipment by sea freight (please see our letter of 9th November). Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the goods, not the method of transport. For these reasons our invoice No.14596 dated 15th November 1996 is still valid, and we look forward to receiving your remittance when due.

Yours faithfully

Burke

The suppliers  show  their understanding of situation and express their willingness to adjust it.  They say exactly what steps they are going to take,  because a disappointed customer cannot be put off with mere apologies - he is entitled to  know how the mistake will be remedied.  The supplies convince their partners that they are really interested in  maintaining  good will. They  try  to  avoid negative statements,  and what even worse, accusations;  they  never  forget  that  it  is   their customer who keeps them in business.

Even when they  write  their  customers  about  rejecting their claim  on air freight,  they try to give logical reasons for the refusal.

CONCLUSION

The conclusion  that  therefore  suggests  itself is that writing of business letters is highly complicated science.  It is not  enough  for  a  good  business  letter writing to know lexics and grammar,  but you should comprehend the whole range of such things as: occasions on which the particular letter is written, the style of letter, useful expressions, and accepted idioms.

There are certain rules which not everybody  could  learn since they  have  to  be  felt by correspondents.  Letter writing requires long practice and experience.  Those who write letters should always remember,  that what makes the letter attractive and therefore  promotes  one's  business  is  not  always  the message of the letter, but it is the manner and style in which the message is written.

The "golden rule" that must be followed by every business correspondent is that the official letter  should  be  formal, courteous, tactful, concise, expressive, and to the point.

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