Apology Letter Case Study

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1. Write a negative adjustment/apology letter to Mr. Ramone, who must send back the $300 Deluxe Plus that Sean shipped to him. (~300 words)
Mr. Ramone, We regret to inform you that we have made a shipping error in regards to your new headphones. The headphones sent to you were meant for another customer who is waiting for them.
We will have to ask that you return the headphones you received in return we will expedite the headphones you ordered.
It is with great regret that I received your complaint regarding [some issue] and it surprises me that such an unfortunate incident has happened to one of our valued customers. I can’t describe to you how sorry and shocked I am to know about this. [Company name] owes you its deepest apologies. We take pride in our customer satisfaction and these mistakes are not in line with our philosophy.
A lot of time has been …show more content…

Write a positive adjustment/apology letter to Ms. Benatar, who can keep the $100 Deluxe and will be shipped (using expedited shipping) the Deluxe Plus. (~300 words)
Ms. Benatar,
This letter is regarding the [complaint/claim/letter] you [sent/submitted] on [some date]. Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused.
At [company name], customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.
After a thorough review of your case, I have managed to pinpoint the reasons leading to this error. [Explain in two or three sentences why the error happened. Don’t make it long. The client is not really interested in the reasons, only in the resolution. But you should explain for the sake of completeness]. This is clearly a mistake from our side and we take full responsibility for

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