Dealing with a dissatisfied customer

To contact us Click HERE

Mile Lauren Legros Hypermarche Legros Route du Sud Paris FranceDear Mile Legros,Thank you for your letter of 25 September telling me about your 1 unpleasant experience with our Paris representative.I apologize for the way he acted, and would like to rectify the situation 3 as soon as possible.You are absolutely right. I have checked with our export department and a mistake was made in your order no. 454.Our representative's refusal to check the consignment against your order was quite unforgivable. The matter is now in hand, and you will receive the 8 missing goods within the next ten days.               Please do not hesitate to contact me again should you have any further problems with our representative.Yours sincerely,		Useful phrasesLine 3I apologize for the way he acted, and would like to rectify the situation as soon as possible.Line 7Our representative's refusal to check the consignment against your order was quite unforgivable.Line 8The matter is now in hand. Line 10Please do not hesitate to contact me again should you have any further problems with our representative.NotesPara. 1Identify the complaint. Para. 2Apologize and promise action.Para. 3Give the results of your investigation.Para. 4Say what you are going to do.Para. 5End with a friendly message.
CommentsThe letter tries to placate the dissatisfied customer by agreeing with her and promising prompt action.	Alternative phrasesLine 3 Please accept my apologies for . . .Line 3 ... would like to put the matter right.Line 6 ... we made a mistake in . . .Line 7 ... was quite unpardonable.Line 8 We are dealing with the matter . . . Line 10 ... if you have any further problems . .