Have you ever heard the old adage: “You’ll catch more flies with sugar than with vinegar?” Well, this saying still rings true; especially if you need to write a complaint letter.
Frequently by the time we need to write a complaint letter we’re likely to be irritated and angry. If this is the case for your complaint letter proceed reading before you proceed writing. If you write a complaint letter that reflects this annoyance your claim will likely be ignored because you will seem irrational and vengeful. The best complaint letters, and the ones that receive the best responses, do not sound angry at all. That is where the sugar (i.e. politeness) is more powerful than the vinegar (i.e. the anger).
It’s important to keep in mind that the recipient of your letter likely isn’t the person who is causing you the grief and it is their job to fix your dilemma not to be disrespected or insulted. If you’d like to receive the best response and action for your complaint follow the rules of TEA POTS:
Tell the background information. Be as specific as possible with order numbers, part names,
dates, and copies of the receipts, bills or contracts.
Explain logically, clearly and specifically what went wrong.
Avoid speculation. State only facts.
Provide a possible solution. State what you expect the reader to do so the problem is solved to
your (reasonable) satisfaction.
Optional warning about consequences.
Ta-ta! Bid your reader farewell in a professional and friendly manner.
Spell-check your letter and enclose copies NOT originals of all described and pertinent
documents.
dates, and copies of the receipts, bills or contracts.
Explain logically, clearly and specifically what went wrong.
Avoid speculation. State only facts.
Provide a possible solution. State what you expect the reader to do so the problem is solved to
your (reasonable) satisfaction.
Optional warning about consequences.
Ta-ta! Bid your reader farewell in a professional and friendly manner.
Spell-check your letter and enclose copies NOT originals of all described and pertinent
documents.
For sample complaint letters, a complaint letter quiz and additional help please visit page [1] or [2] below.
[1] "How to Write Complaint Letters." English Language Centre. 04 Apr. 2009 http://elc.polyu.edu.hk/cill/eiw/complaint_letter_constructor.htm.
[2] Infoplease: Encyclopedia, Almanac, Atlas, Biographies, Dictionary, Thesaurus. Free online reference, research & homework help. — Infoplease.com. 04 Apr. 2009 http://www.infoplease.com/ipa/A0002121.html.
[3] Oliu, Walter E., Charles T. Brusaw, and Gerald J. Alred. Writing that Works Communicating Effectively on the Job. Boston: Bedford/St. Martin's, 2006.
[4] 04 Apr. 2009 http://upload.wikimedia.org/wikipedia/commons/a/a4/Complaint_Department_Grenade.jpg.
Heh. Great post. The acronym TEA POTS :D
ReplyDeleteLove the picture too. I saw it somewhere else before too :P
I posted on the Forums which links back to my Blog just to display results to solve your problem I think o.O
Informative and very creative, as always. Nice layout and a perfect picture:) Love the "Ta-ta!" part, cute:) Also, great job citing your sources, I know you had troubles with technology before:)
ReplyDeleteLooks like you figured out the references section. Great job. I like how you made your use of space and visuals really flow together. Also you used bold letters to make your paragraphs stand out. Great substance in this blog. Keep up the great work.
ReplyDeleteI am glad you figured out the HTML A.M. Great job, this post was very funny and your voice really shows! Thanks, and I am looking forward to your post for next week!
ReplyDeleteGreat post A--M! I like the Tea pot acronym. When writing a complaint letter, it's like an apology, you don't want to sound like you're blaming the other person; even if they are wrong. I think you did a nice job of pointing out the important aspects of writing a complaint letter.
ReplyDeleteClever idea with the teapots and the sugar to vinegar subject line. I can tell you are a creative writer!
ReplyDelete