BUSINESS COMMUNICATION:

1

By sujith bhaskar R

DRAFTING A LETTER TO A CUSTOMER IN RESPONSE TO A COMPLAINT

CASE & LETTER

2

COMPLIANT AGAINST POOR SERVICE

Mr.Nakul is facing a problem with Company Universal Industries Ltd, because this is the 3rd time their engineer have called him in 10 days, but yet they could not resolve the problem. The problem faced is there is no compatible machine parts.

3

VIEW LETTER

4

DRAFTING REPLIES FOR COMPIANTS:

• Acknowledge the letter and thank the customer for pointing out to you something that need improvement.

• If the customer is right, admit the fault at once, frankly without making excuses or giving unconvincing explanations. • Your explanations will only reduce the impact of your frank acceptance, regret the mistake sincerely and say you will try it just not recur. • Do not apologize profusely.

• Don’t create fuss over it. Allow it to be forgotten. Don’t start giving unnecessary details of how the mistake occurred.

• The customer looks for three things [A] You regret the mistake [B] You make amendments wherever possible [C] You promise to take steps that the mistake is not repeated

So let the explanation be brief

RESPONSE TO THE COMPLAINT LETTER[FORMAT] - Click the link

STRUCTURE OR PARTS OF A LETTER

1. Heading2. Date3. Inside address4. Salutation5. Subject Heading 5. Body of Letter6. Complimentary Clause7. Signature8. Enclosures

5

Kinds of Business Letters

1. Enquiries &replies2. Orders and their execution3. Complaints and adjustments4. Interview Letters5. Appointment Letters6. Promotion Letters7. Public Relations Letter8. Credit and Status Letter

6

Essentials of a good business letter Date Address of the recipient Subject Mechanical structure Style or Form Use of proper punctuations

7

Need of a Business Letter

Maintain contact with the external worldIt is indispensableA record for future referenceTo Provide a convenient and inexpensive

means of communicationTo make a lasting impressionWidening the approach Authoritative proof Building goodwill

8

9

THANK YOU !!!!

BIBILOGRAPHY:

ESSENTIALS OF BUSINESS COMMUNICATION: RAJENDRA PAI AND J.S. KORLAHALLI

10

QUERIES

?

11