letter for analysis exercises.pdf

The M. J. Neeley Center for Professional Communication, copyright 2002 The Neeley School of Business—TCU Business Letter Formats and Examples Response to Customer Request [LETTERHEAD] Month, Day, Year Mr. Miles Anderson Associate Manager Griggs Corporation 1251 Cedar Avenue Tyson, ME 00785 Dear Mr. Anderson: Thank you for your letter dated December 12. We are very sorry that you have had a problem with your Model A-5. We hope you have received the supplementary directions we sent you by Federal Express. They will explain how to rotate Flange E, which should solve your problem. We at _____ Company take pride in our products and guarantee customer satisfaction. Please call our toll-free number, ________, if you have any further questions. Sincerely, Robert Hawdon Manager Pointers: ? If the customer complained of a problem, apologize politely and immediately. ? Be very specific in your response to the problem, expressing yourself cordially. ? Offer the customer supplementary assistance in the last sentence. ? Add a marketing sentence as shown in the last paragraph. The M. J. Neeley Center for Professional Communication, copyright 2002 The Neeley School of Business—TCU Bad-News Letter [LETTERHEAD] Month, Day, Year Mr. Grover Mortland 4321 North River Street Tubtown, KS 45678 Dear Mr. Mortland: Thank you for your letter of ___ (date). We appreciate your inquiry concerning your lawn mower. We want to satisfy our customers with high- quality merchandise. Grasco lawn mowers carry a 90-day guarantee on all parts and labor, assuming normal usage. Our inspection of your lawn mowers engine showed that 10W30 oil had been used, along with leaded gasoline. Please see page 5 of the instruction manual specifying that only 30W engine oil and unleaded gasoline should be used with your Grasco lawn mower. However, our skilled service technicians can repair your lawnmower at the usua