Tunaltay

Responding to Order Challenge

Example 1


Date

Addressee
Address
City, State Zip

Dear Ms. Rollins:

Thank you for bringing the mistake in your order to our attention. Our warehouse manager accidentally switched your mailing label with that of a customer in Boise. We are taking steps to prevent such mix-ups in the future.

A special express order of 100-4 inch brass hinges and 40-5 inch hinges is being shipped today. Enclosed is a corrected invoice. Please send us the shipping bill for returning the incorrect order to our warehouse.

Thank you for you patience. We regret any inconvenience we may have caused.

Sincerely,

Example 2


Date

Addressee
Address
City, State Zip

Dear Mr. Rosado:

We are sorry you received grade B eggs instead of grade A.

Upon reviewing our records, we found that the order we took from you over the phone reads “grade B,” so clearly we misunderstood your original order. In order to prevent any confusion in the future, we ask that you fax your orders to us at (382)555-8732.

We will send a driver to your kitchen first thing Thursday morning to deliver the grade A eggs and take back the grade B eggs.

Enclosed is a corrected invoice. Please accept our apologies. If there is anything else we can do to rectify the situation, please call me.

Sincerely,


Responding to Price Challenge

Example 3


Date

Addressee
Address
City, State Zip

Dear Ms. Jackson:

We are glad you brought the discrepancy in your invoice to our attention. Upon review, we can see that you are absolutely correct. With the 5 percent bulk order discount, your total should have been $3,040 rather than the $3,200 we charged.

Our old billing software made discounts automatically. Several weeks ago, we installed new and supposedly more efficient software. It seems we are making a not so graceful transition to our new system.

I have voided the incorrect invoice, no. 2738-9030, and enclosed a corrected invoice, no. 6515-7820.

Please accept our apologies. We are working hard to ensure that these mistakes are not made in the future. Do not hesitate to call me if there is anything further I can do.

Sincerely,

Example 4


Date

Addressee
Address
City, State Zip

Dear Mr. Allen:

We strive to provide the highest quality detergents and service to our customers in the tri-county area. However, oversights happen on rare occasions, and, unfortunately, this is one of them.

Thank you for your letter inquiring about your January statement. We have gone back to our files, and it seems your concern was justified. When our salesperson made out your order he forgot to note the special price I quoted you of $6.99 per gallon for 40 gallons. Thus, your order was processed as a full price order of $7.74 per gallon.

We apologize. We quoted you the lower price as a gesture of our appreciation for your business. The sentiment and the quote still stand. I have enclosed a corrected statement.

Thank you for your understanding.

Sincerely,


Conforming Order

Example 5

Date

Addressee
Address
City, State Zip

Dear Mr. Jancar:

This is to confirm the order you placed on May 14. According to our records, you ordered 6 no. 541677 adjustable executive chairs, 1 no. 445833 oak computer desk, and 4 no. 350055 black aluminum Businessmate desks. You requested that the chairs and the oak computer desk be assembled in our shop.

Your delivery is scheduled for the morning of the 27th.

If you see any errors, please contact us right away. We strive to provide flawless products and service.

We are pleased to have the opportunity to serve your office furniture needs.

Sincerely,


Example 6


Date

Addressee
Address
City, State Zip

Dear Ms. Jacobiak:

We would like to confirm your order of 2 spa cleaning kits. Our records show you placed the order on March 21, to be delivered by National Package ground service to the following addresses:

Gerald Markoseph
20328 Runberg Ln.
Middlesex, OH 44077

Sarah Winski
8380 Manor Ave.
Milwaukee, WI 28311

Please notify us of corrections immediately so we can make any necessary changes before shipment.

Thank you for your order. We appreciate your business.

Sincerely,

Responding to Complaint

Example 7


Date

Addressee
Address
City, State Zip

Dear Mr. Pool:

I received your letter expressing concern over lapses in the quality of our carburetor parts in the last several months. We want to offer our apologies. Certainly this is not the quality you have come to expect from us.

I can assure you that we are aware of the problem and are in the process of implementing a new quality control system. This new system will ensure the parts we make for you go through three thorough inspections before they leave our plant. As to the faulty parts we shipped in March, April, and May, we will of course send you a full refund. We will also discount your next three orders by 5 percent.

We are proud of our three year relationship with your business and regret doing anything to strain that relationship. If you have time in the coming weeks, I would like to take you to lunch to explain our new quality control system in detail. I will give you a call this week.

Again, please accept our apologies.

Sincerely,



Example 8


Date

Addressee
Address
City, State Zip

Dear Ms. Severson:

Thank you for letting us know about the problems with your internet access. We understand how important it is for companies who do business through the internet to have reliable service. We regret any delays you experienced.

We have had a growth spurt in the last several months and are just getting caught up with installing the modems to handle the increased log-on volume.

In order to rectify the situation, we will not charge you for last month’s service. If your check is in the mail, I will notify the billing department to return it to you. Also, we will discount your June service by 15 percent.

We value your business and apologize for the inconvenience. Please call my direct line at 555-1208 if you experience any further problems.

Sincerely,

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