Complaints

Question 1

Complaints

Answer 1

to say something formally
to tell someone something confidently so they dont worry
a statement of how much something will cost
to listen to and accept a suggestion
a document that shows your agreement with an insurance company
to make certain that something will happen

Question 2

Order of email

Answer 2

opening
acknowledge receipt
sympathise with the customer
apology for error or fault
core message + additional information
different situations, different core messages
proposal to settle the difficulty
positive close
show commitment and appreciation
DO NOT POINT FINGERS nor EXAGGERATE APOLOGIES

Question 3

Order of email: opening

Answer 3

acknowledge receipt
sympathise with the customer
apology for error or fault

Question 4

Order of email: core message

Answer 4

different situations, different core messages
proposal to settle the difficulty

Question 5

Order of email: Positive close

Answer 5

show commitment and appreciation

Question 6

Order of email: important

Answer 6

DO NOT POINT FINGERS nor EXAGGERATE APOLOGIES