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Exercises

1: Put these steps for writing a complaint letter in the correct order.

Suggest an alternative to correct the situation.

Set a positive tone.

Show confidence in your reader.

Give reasons for your complaint.

2: How can you cushion the impact of bad news?
3: Here is the first sentence of a complaint letter sent to a company manager:

I understand that you have finally started working through the accessibility problems with our automated telephone service.

From the following choices, select the most appropriate replacement for this sentence.

  1. I appreciate the time the Information Services department is taking to work through the accessibility problem with our automated telephone system.

  2. I don’t understand why you’ve been hesitant to accept responsibility for the accessibility problem, but I’m glad your department is trying to rectify the situation.

  3. I know you’ve been reluctant to work with us to correct the accessibility problem, but I’m glad you have started to see things our way.

4: Here’s another sentence from a complaint letter:

I’m sure you are well aware of how this problem is being handled by your technicians.

From the following choices, select the best replacement for this sentence—that is, the one that explains the reasons most clearly.

  1. Your department has been impossible to work with while trying to correct this problem.

  2. Your department has refused to purchase the additional equipment needed to correct the problem.

  3. I don’t understand why your department has refused to make the purchases needed to remedy this situation.

5: From the following choices, select the best closing for a complaint letter:
  1. I hope you’ll take the appropriate action to correct this problem for me.

  2. I expect you to do whatever is necessary to correct the problem immediately.

  3. I trust that we can identify the appropriate action to remedy this situation.




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