OBJECTIVES

Verbally recap the definition of a complaint letter by reciting the provided meaning

Examine possible reasons for the complaint letter by discussing different scenarios

Actively discuss the format of the complaint letter by critiquing the example given

Demonstrate knowledge of the topic by completing the written exercise

DEFINITION

A letter of complaint allows a customer to state any issues or problems that they encountered with a product or service that they paid or received at a business place.

The customer will express these problems within a written letter, giving it to the person in charge i.e manager/ supervisor, telling them how they would like the matter to be fixed.

EXAMPLE

Alex and Lizzie both have an issue that they need your help with! Alex, a baker, within the town of Barbadosia, made a birthday cake for Lizzie, in her favourite flavour chocolate.

Our job is to state which following option is the best customer service for Benny's bakery business and why. Did he give perfect service in all two scenarios? Or will Lizzie have something to complain about in a letter? Let's find out!

I hope you enjoy your birthday cake! Thanks for shopping with us.

Thank You! It looks delicious, I can't wait to try.

OPTION 1

Ammm... you ain't gone yet? You want something else? Stupse.

Is that the correct way to speak to your customer?

OPTION 2

EXERCISE

You are Mr. Danny Clarke and you have purchased a pair of shoes from a shoe store called, Fred's Shoes in Bridgetown. After only one wearing, the soles have started to come off. Write a complaint letter outlining the details of the situation, including:

a) Stating when the shoes were bought

b) Expressing dissatisfaction

c) Requesting that you be refunded/ reimbursed or given an exchange