Replying to Emails of Complaint (A)
We obviously all hope to never have to deal with an email of complaint. However, in the event that we do indeed need to, the language in this section will be very helpful in forming an appropriate response to an email of complaint.
Quiz Summary
0 of 2 questions completed
Questions:
Information
You have already completed the quiz before. Hence you can not start it again.
Quiz is loading…
You must sign in or sign up to start the quiz.
You must first complete the following:
Results
Results
0 of 2 questions answered correctly
Your time:
Time has elapsed
You have reached 0 of 0 point(s), (0)
Earned Point(s): 0 of 0, (0)
0 Essay(s) Pending (Possible Point(s): 0)
Categories
- Not categorized 0%
- 1
- 2
- Current
- Review
- Answered
- Correct
- Incorrect
-
Question 1 of 2
1. Question
Below you will find a formal apology in response to an email of complaint. Complete the email by choosing the more formal of the two options offered for each blank.
-
I am writing (for/on behalf of) Premo Promos in relation to your recent complaint. I was very
concerned to learn about the problems you experienced and the (unprofessional conduct/unfortunate behavior) of our sales staff.(Please accept my sincere apologies for/I’m really sorry for) everything that happened, and I thank you for bringing it to my attention. (You can be sure that/You have my assurance that) I will (sort out the problem/resolve the matter to your satisfaction).
(I’ll/We will) send replacement coffee mugs immediately, at our expense, and I will personally make sure that the order is correct. (To compensate for the inconvenience caused/As a friendly gesture), we will also send you a credit note to be used against any items in our catalog.
I have already spoken to the sales staff involved (about what happened/regarding the incident), and we are working to make sure that in the future all customer complaints are dealt with in a polite and helpful manner.
Once again, I hope you will accept my apologies for the inconvenience caused, and I very much hope that you will continue to use our services in the future. (If you have any further queries/If there’s anything else), (please call/do not hesitate to contact me) on my direct line given below.
CorrectIncorrect -
-
Question 2 of 2
2. Question
Match the beginnings and endings of these sentences which are commonly found in responses to emails of complaint.
Sort elements
- sincere apologies.
- our website.
- resolve the matter.
- with me for a day or two?
- and get back to you tomorrow at the latest.
- a replacement immediately.
- as a gesture of goodwill.
- this will not happen again.
- for any inconvenience this has caused.
- hesitate to contact me.
-
Please accept my…
-
We are experiencing temporary issues with…
-
We are doing everything within our power to…
-
Can you leave this issue…
-
I will look into this matter immediately…
-
We will provide you with…
-
We are sending you a small gift…
-
I can assure you that…
-
I apologize once again…
-
If you have any further queries, please do not…
CorrectIncorrect