Trae

Letters

LETTERS OF COMPLAINT
In the
things go business world, however careful
when wrong the aggrieved you might be, things do go wrong and
you, as
show
how
a
businessman, to0 will have to complain. There are occasions when
party will
complaints and claims can becomplainThe of this chapter is to
buyersand sellers. made purpO8e
without
8ouring relationg between
It becomes necessary to write
letters of
of complaint
noor quality or for
improper
b) goods arriving late, quantity goods received,
c) goods arriving in adamaged
d) defective packing, condition,
e) goods differing from the sample,
Agoods differing from
those specifically ordered,
g) higher price,
) mistake in billor invoice,
) poor service, discourtesy
shown by staff of seller,
) reminders for payments,
Wgoods delivered to the wróng party or
place; and
I) poor after-sales service,
It is a<ways better to talk on the telephone before writing the first letter of
complaint.

HOW TO WRITE A LETTER 0F COMPLAINT

Right addressee
While writing a letter of complaint care should be taken to see that it is addressed
to the proper person or department and that it is sent as soon as the error is detected.
This will ensure speedy adjustment of the complaint or claim.
Polite Tone
Since the purpose of a letter of complaint is not to start a quarrel but to point out
mistakes and get these rectified, the tone of the letter must be firm but polite. There is
nothing to be gained by using insulting language and insinuating that the seller of
Avoid any
goods is "unreliable", "unprincipled," or that his goods are "third-grade".the
thatletter of
Show of anger or sarcasm. It is in the buyer's own interest to suggest the seller. This
Complaint has been sent because of a slip or error on the part of
the complaint without
attitude will help the seller to meet you half way and adjustserved by making the
be
leeling hurt, insulted or humiliated. No purpose will temptation to give advice. It is
Tecipient an adversary. It is also advisable to resistto the
"lecture" the seller.
Detter to discuss the problem than try to
Specific Details
details such as
1he letter should provide full
order and delivery,
a) the date and time of the employed,
nature and quantity of goods ordered or services
D) the and where,
went wrong
C) details of what exactly
writer,
loss to the letter
4 nature of the this loss.
the letter writer can be compensated for
e) how best
 Business Communication- -Il
90
(Sem.
The writer must give full details of the goods and the date of delivery so that the
seller can identify the. transaction. Invoice numbers and order numbers must m be
properly quoted. The best approach, at least in the first letter, is to be firm, reasonab
and friendly.
Legalistic Content means that
The letter from
be soundone. a legal point of view, which
complaint must must
be a genuine If the matter should go to a court of law the claim the
made by the letter writer must prove legally, effective.
Specific and firm Demand of Adjustment
letter
Thealso,
should should firmly
if possible,
demand an adjustment of the complaint or claim aa
specify the manner in which such an adjustment is to be made.
If you have ordered a new TV set, which has proved to be defective, specify in your
letter of complaint whether you want the set to be replaced, repaired or if you want
be paid back.
Tolerant Attitude
A tolerant attitude on the part of the complainant will please the receiver of
+%.
letter. If, in addition to the tolerant attitude, an appeal is made to the sense of fai
play of the reader his claim is certain to be met and his complaint adjusted. It has
rightly been said that a tactfully written letter of complaint by itself brings about a
proper adjustment.
CLAIMS
Earlier in this chapter it was suggested that the writer of a letter of complaint
must specify the manner in which he wants the complaint to be adjusted. This is the
"claim" part of the letter. When, however, the writer is not sure as to what should be a
fair settlement he should leave it to the adjuster (i.e. the person who is in a position to
redress the grievance of the complainant). Provided the latter has shown a tolerant
attitude and a strong appeal has been made tothe sense of fair-play of the reader the
adjuster is likely to grant even more than the writer would have otherwise demanded.
How to put in a Claim
Beginners have great difficulty in striking the right balance between courtesy and
tact on the one hand and firmness on the other. Either their letters become curt or
they are apologetic. The right note is struck if the writer begins the letter by putting
in a word of praise for the þromptness with which the ordered goods were delivered o
other good qualities of the service rendered. He should then go on to explain the
manner in which he h£s been inconvenienced or put to loss by the defect about which
he is complaining. The writer should express regret for making the complaint but
should add that the defect is too serious to be ignored. It should also be politely
suggested that the reputation of the seller is likely to suffer if such complaints and
claims are allowed to pass unadjusted.
Complaint of Goods damaged in Transit
THE FAMOUS TRADING CO.
Satter Street, Mumbai - 400 004.
09 August 2017|
The Exporting Corporation
Shipping Street
Hongkong.
Dear Sirs,
Iregret to. inform you that the consignment of plastic ware (Our order
received by us yesterday in a badly damaged condition. Two of the cases of No.IM/6543)
the consigni
"
Tat
Lettes
91
hadtheirsides broken and five sets of plasticware have been either broken or crushed. Three
sets are also damaged and are in an
other unsalable condition.
As insurance of the consignment has been effected by you, I hope you will take up the
atteratyotur end. I have, while taking delivery of the consignment, endorsed the receipt with
fthe
detailsof damage.
As eight out of the twelve sets ordered are in an unsalable condition, we cannot continue
support this level of damage and
pmmediately.
to request you to take steps to improve the situation
Yours sincerely,
L.T. Advani
Partnet.

Complaint of Shortage in Quantity

THE FRAGRANT SHOP
Causeway 1,
Colaba.
09 September 2017
The Sandalwooders
s.Palace Street
Mysore20.

DearSirs,
Imust express my appreciation of the promptness with which you executed my order No.
75 for 200sandalwood caskets. My foreign customers who had placed the rush order were all
nraise for the excellence of the workmanship.
Iwould, however, like to point out that on opening the package Idiscovered the number of
caskets to be only 198. I was in a position to meet the shortage from my old stock of caskets
and delivered 200 caskets to my clients. It is a small matter considering the many years of
satisfactory dealings that we have had and in the normal-course I would not have mentioned it.
But I am sure you would like to check up with your packing department and root out any
problem that might be there.
my
Ihave already settled your bill No.78 for the caskets. I am enclosing with this letter
articles that are required by me. Please send the
order form for some other sandalwood
sandalwood caskets along with the next consignment to adjust shortage in the present
consignment.

Very truly yours,

P.L. Sen
Proprietor

Complaint of Bad Execution of an Order

78, Shivsagar Road
Matunga, Mumbai- 400 016.

18 October 2017

The Manager
Famous Book Depot
7, Lajpatrai Marg
New Delhi-110 001.

Dear Sir, 01 October 2017 for 30 books

This has reference to our order of
 Roman
ofthe
92

You have sent me two

volumes of
books
Gibbon's
arethe
"Decline
correct
and

that all
Fall
titles ordered ordered
the books and
Empire"
by me, but five w
by me
of th
I had not ordered. The rest of
are .paperbacks while I had
the
specifically
copies
informed you Learners' Dictionary"
of
"Advanced The EBesho
be cloth bound library copies. The condition. price forthe
City" are shop soiled and in very poor
fair to expect
You will agree that it is not let me know what
me to pay
the
do
IshouldbÍnks
full
with the booka
that I
unwant
that e d
are
propose keen win
to
therefore, remaining
damaged copies. Please, payment for the
me and how you wish me to effect.
Yours sincerel
T.M. Kutty
quality goods from old supplier
Complaint of low MANEKSHAW & SONS
Street, Mumbai-1.
7, Meadows 09 August 20
The Manager
Stationery Wholesalers
Abdul Rehman Street
Mumbai-07.

Dear Sir, is the first ti

relationship for the last fifteen years. This
We have had a good business order
to write to you to complain about the quality of goods supplied in the last
have paper, folders an
|customers have been driving me to distraction complaining about the pens,
staplers that you have supplied and which I have sold.
have only to test them from your om
Iam not sending you the defective articles as you staplers. As far as I am
remaining stock. Please do personally try out the pens, paper and suppliers. However
concerned I am seriously thinking of stocking different brands from other especially if o
we have done business for so long that I think I must give you another chance,
consignment have createi
can see your way to compensate me for the problems that your last
for me. I hope to hear from you about this soon.
Very truly yours,
M.K. Manekshaw
Complaint of Defective Goods
MESSRS PRABHU & PAI
(Solicitors),
05, Hamam Street, Mumbai-400 001.
08 September 2017
The Manager
|The Linoleum Mart
Mumbai-400 007.

Dear Sir,
Last week I visited your show room and placed an order for a piece of blue colour
linoleum for my office. Your salesman showed me a piece which was frayed at the
stained and quite shabby. I, however, took it to be a display specimen and asked him tocordeSe
me a large piece of the same shade and thickness,
Ireceived the linoleum this morning and you can
it was the same shabby piece I had seen in your show imagine my surprise when I founa
room. I
to oversight on the part of your employees. I am sending believe this must have been
bearer of this note and shallthank you to replace it or refundþack the defective piece witn
the amount that I have pald.
Yours sincerely,
R.N. Prabhu.
TradeLetters
Complaint of Poor 93
Services Rendered
THE
EXCELLENT BANK LTD.
5Museum
Road, Bangalore.
The Proprietor 10 May 2017
rdeal Furniture Mart
5.Wood Lane
Bangalore.
Dear Sir,
Iam very disappointed with the quality work that went into the mnaking of the desk
of
cum-counter for our office. The piece that
you have made for us is shabby and lacks finish and
nalish. It is quite diferent from what you have shown in vour glamorous advertisement. ICan
see no reason- why normal
organisation. standards of business efficiency
cannot be maintained by your
Iam withholding payment of the sum of 16.000/- due to vou as I
feel that your workmen
should call again and give the desk a better finish with a touch of
polish.
Yours sincerely,
Manager.
Complaint to a Bank
07, Kashmiri Street
Jullunder, Punjab.

11May 2017
The Chairman
The Bright Bank Ltd.
Light Street
Mumbai - 400 002.

Dear Sir,
Ihave been a depositor in the Jullunder branch of your bank for the last 15 years.
Yesterday Ivisited the bank ofice to ask for my passbook which has not been returned for
more than a month. At first the clerk at the Savings Account counter seemed to ignore my
lquestion. When I raised my voice he rudely informed me that I should not disturb him as he
was attending to his ledger. I waited for 15 minutes and then when I repeated my request he
informed me, without looking up from the ledger, that my book was not ready and that I
should come for it the "day after tomorrow". The attitude of the clerk was most offensive and in
spite of my repeated requests he refused to give me his name.
Even if the poor sèrvice provided by your branch office can be overlooked, the rude
behaviour of the clerk certainly caDñot. I have sent a copy of this letter to the manager of your
Jullunder braich with instructions to close my account and transfer the balance to my credit to
the Fine Bank Ltd.

Yours sincerely,
P.R. Suri.
Claim-Late Delivery
THE FINE CLOTH STORES
Woollen Street,Mumbai-02.
04 March 2017
The Knitwool Co. Ltd.
5 Greaves Street
Mumbai-24.
 128
Business Communication -

| (Sm.l)

CHAPTER Reports

complexity
Report writing is the direct outcome of the gigantism and in Europe,of moder
busihess organizations.
departments
Before the Industrial Revolution
and branches were unheard of, report writing was not required. The sole
fortunate
whenn
trader knew all about his sales and purchases personally. If he was
assistants
to have a large establishment or shop, he gathered his had
enough
around him in the evening and asked them what business been Projections
transacted during the dav. His assistants would then submit an oral
report to him. Today, however, business is differently ordered and
patterned. Rapid and cheap means of communication have brought
into existence large business organizations, with several
departments and branches spread over the country and even
overseas. It is not possible for the manager or director to rush
around trying to find out what is happening in the organization. The modern business
executive sits behinda desk- in an air-conditioned office- and keeps track of what
is happening in the different departments and the distant units of his organization by
reading the detailed reports that are sent to him by his departmental heads and
branch managers.
In spite of the complexity of the modern business world oral reports are still often
used. An oral report may be defined as an oral presentation of factual information.
Oralreports are different from written reports in two ways -
a) written reports strive to be very correct and accurate, oràl reports are often
casual.
b) In an oral report it is the speaker who controls the pace of the report, in a
written report it is the reader.
The British Association for Commercial and Industrial Education has defined a
written report as{ "a document, in which a given problem is examined for the purpose
of conveying information, reporting findings, putting forward ideas and, sometimes.
i aaking recommendations.")Simply put, a report is a communication from a persoan
who has information to a person whowants to use the information. Such reports when
purposefully written often provide the business executive with a workable basis for
action,
KICDS OF REPORTS
Reports may be classified in one of the following ways:
1 On the Basis of Law
a) Statutory Reports : Statutory reports are those required to be written Dy
law. In the case of companies they include the Statutory Report, the Aud1tor
Report, the Director's Report and reports by inspectors and committe
appointed to investigate the company's affairs.
 129
Reports

b) Non-statutory Reports : Non-statutory reports are not required by 1aw:

They merely help the snmooth and efficient functioning of busines and bu
good-will. They include reports by directors. to shareholderg on speclal
proposals, reports by subcommittees like a finance committee, allotment
committee etc. and reports by secretaries to directors and the chairman on
special aspects of the functioning of the organization.
2
On the Basis of the Number of People Drafting them
a) Individual Reports : These reports are written by only ONE person, tor
example, Auditor's Report or Company Secretary's Report. In these reports
stenographer might take down the report .and type or take the heIp
assistants but only one person would be held responsible for it namely Auditor
or the Company Secretary.
A report written by an individual may be sent in the formn of a lette,
however, the report is likely to be a tong one with several sub-titles and
sections then it should be written in the form of an impersonal statement witn
a covering letter.
Reports by ndividuals must be written in the first person singular and they
are of great use to the report writer himself as they enable him t0 give
expression to his talent and ability. Reports by secretaries_and experts come in
this category. The report must be signed bythe individual writing t.
Short reports, sent by individuals. tend to be personal in nature.They usually
involve a personal relationship and concern a personal investigation.
b) Committee Reports : n these reports all the members of the committee
share responsibility.. Reports written by commíttees or sub-committees are
more impersonal in tone and formal in phraseology. They usually contain
phrases like "the committee came to the conclusion" or "the committee was of
committee
the opinion". The report is signed by the chairman on behalf of the
or by the members of the committee themselves, if they are not to0 many.
of
While drafting such reports care should be taken to see that if any member a
the committee has dissented from the general opinion of the committee
NOTE OF DISSENT, containing that member's views, is attached to the
reports are not
report. As committees in the business world, which submit
committee
political bodies, no inportance is attached to unanimity. Indeed a picture.
clearer
member who expresses dissent often gives the authorities a
usual to
When the matter to be investigated is of.a complex nature it is 3 or 4
consists of
appoint a committee or sub-committee. The committee
persons who are specialists in different fields, The committee is so constituted
in its different
that the same problem may be viewed from several angles and distant
a state a
aspects. For instance, if a new factory has tó be started in
sub-committee consisting of an engineer, transportation expert, laibour expert
individual or
and financial expert will certainly submit a better report than anadministrator
a sub-committee consisting of only a financial expert and an onlv.
who would view the project from th¹ir own specialized viewpoints
3. On the Basis of What is Reported
assessing the
a) Performance Appraisal Reports : These reports are used for
to _employees on their
performance of the employees. They provide feedbackpromotion.
eligibility for
own performance, data management and
b) Progress Reports:A progress repOru t5 a eport usually any sent by an emplovee
to his employer showing the advance 0T develOpment in project or wo
 Business Communication -
|
130
assigned to him, It could alsotake the form of a secretary or an outsid, expert
reporting to the Board of Directors on thestate of affairs in the company or
(Sem.-)
department or venture
Reports
the are usually
"progress" made written
particular
in anyby individuals and are sent in letter form. Ie
progress reports are prepared at regular intervals, as is done in some Progres%
reports.
organizations, theyareare wrritten
Progress Reports known andas periodic
sent when it takes well over three or four
months to complete a project or task. They re-assure the recipientg that the
writer of the report is on the job and making progress. Progress reporta do not,
follow a set form - they could be formal as when an expert reports to the
management on staff reduction proposals. Orthey could be informa] enough to
be sent by email, as when a worker reports to his supervisor on a job entrusted
to him.
c) Project Reports : These reports are written for such proposed business
organizations which have become realities. They project how the organization
would performin the future, thus providing a guideline for financial planning.
d) Inspection Reports : Inspection Reports are written after an inspection is
carried out to detect defects or irregularities in the company's system of work
e) First Information Report (FIR):AF.I.R. (First Information Report) is one
more factual or information based report. It is the first report that is filed in a
police station in the event of amurder, robbery or crime and it is the first
report submitted to the management of an organization in the event of a
disaster or crisis.
f) Feasibility Report : These reports examine the practicality andadvisability
of following a course of action. They answer the question: Would this plan or
proposal work? Such reports are mostly internal and are writtento advice on
matters like launching a new product of opening a new business organization.
They are also prepared on the suitability of a location of a proposed factory.
The focus in these reports is on the decision of stopping or proceeding with the
proposal. As the role here is not of persuading the reader to accept the
decision but that of presenting the decision immediately, the following things
are to be considered
The decision should be announced immediately.
"A detailed description of the background and problem necessitating the
proposal should be provided.
Benefits of the proposal should be discussed.
Problems arising from it should be described.
Costs associated with the proposal should be calculated.
The time frame required for the proposal should be written.
g) Investigative Report: Investigative reports are written either to establish
the.cause of an event or to document violations of the law. This help the
decision makers to make conclusions about an accident, fnd a solution to a
problem or to preserve evidence of what happened. These reports deliver data
for a specific situation without offering any kind of interpretation or
recommendations. These reports normally follow the direct pattern in whicn
there are three segments namely introduction, body and summary. The body
comprises of the facts, findings or discussion which are organized by time.
component, importance, criteria or convention.
 131
Reports

ywHATAREPORT USUALLY CONTAINS

their contenta
Short reports, which could be in the form of letters, have
(sometimes paragraphs) arranged in the following manner:
1. The Authority
9 Terms of Reference
3.
Procedure
4.
Findings and conclusions
5 Recommendations, if any.
Detailed (longer) reports have the following arrangement :
1. A title page
9. Table of contents
3. Asynopsis or summary
4. Introduction including authority and terms of reference.
5. Procedure or investigation methods followed.
6. Findings and conclusions
7. Recommendations
8. Acknowledgements and thanks to those who have helped.
9. Appendixes.
The Authority
1.
written is mentioned first. Thus an
The authority under which the report is being
person or resolution by which he has
individual submitting a report must mention the sub-com mittee or committee reports
Similarly
been authorised to write the report. Directors by which they have formed
mention the resolution of the Board of
themselves into a committee.
2. Terms of Reference
are to be covered by the report and
This section clearly spells out what aspects on the máin issue. Thus the terms
attention
helps the report writers by focusing their the
report on the poor quality of work put in by to
reference of a committee might be to
of committee will have to address itself
workers in the factory. This means that the field of economnics or finance or the
into the
this problem and should not stray
disadvantages of location, etc.
3. Procedure
they followed in obtaining their
Here the report writers mention the procedure
different places, whom they met, with
data or information. How and when they visitedquestionnaires issued, if any.
whom they corresponded and the details of the
4. Findings
the report writers will draw
Based on the data, facts and information collected findings are summarised
definite conclusions which are called 'findings'. The
collected.
statements of all the data
5. Recommendations
recommendations or
Based on the findings the report writers will give their this section that the
of action to be followed. It is in
suggestions as to the best coursereport-writers is revealed
real skill and intelligence of the
The student should note th¡t the ive parts of the reports given abov are by way of
guidelines and not compulsory to all report writing. Thus a "cash-flow" report which
onlv gives figures of the amount Of casn coming in or going out in a week or month
tntain "authority", "terms of reference" or "recommendations". Similarly a
Directos Report will not contaln "authority" or "terms of reference" tho
 Business Communicat10n - ||
136 (Sem.-I1)
Inspection Report RELEX CO. LTD.
Street, Mumbai.
6, Marine 05 May 2017
The Directors
Relex Co. Ltd.
6, Marine Street,
Mumbai 02.
Dear Sirs,
Following frequent complaints from customers and a very p00r sales showing you had
Boisor and report to you.
|dskedIne to pay a surprise visit to our branch sales out-let at
went to Boisor unannounced on Thursday, 04 May, and was at the branch office before
|opening time at 9.00 a.m. Till 10.30 I sat with the other customers in the waiting room and
|fortunately was not recognised. After that I went intothe manager's office and after identifying
the customers
|myself went through the books and interviewed the staff anda cross section of
Findings :
10.15 a.m
|1. All the staff report late for work and the manager was the last to stroll in at
2 The manager has employed four of his own relatives and allconfidential work is entruot
to them only.
3. On account of the partisan attitude of the manager the other workers feel frustrated and
this is reflected in their poor application to work and customer service.
4. The Assistant Manager is a capable and sincere person but suffers from very poor, health.
5. No proper attendance records are maintained.
6. Money collected from customers is not immediately deposited in the bank but is kept in
the manager's room.
7
Petty cash is not checked on a weekly basis, and the stationery clerk does not have al
proper postage register.
8 The workers and customers are quite dissatisfied with the canteen service on account of
poor quality food and lack of cleanliness.
Recommendations :
|1. Manager be immediately sent on leave prior to compulsory retirement,
2. Assistant Manager be superseded and charge be handed over to the senior accountant.
3 Mr Padgankar be sent over from the head office on deputation for a
to supervise the proper maintenance of books and introduce period of fifteen days
balances. proper systems of checks and
4 The canteen contractor be changed.

Yours sincerely,
XYZ
Internal Auditor.
Feasibility Report
New Press Compound
S.V. Road, Nashik- 8.

08 July 2017
The Directors
Marker Publishing Pvt. Ltd.
6, M.G. Street,
Mumbai- 02.
 137
Ryorts

Dear
Sir,
accordance with the resolution dated 25 September 2017, Itake pleasure in submitting
In upon
report the suitability anddesirability of opening a branch office in Nashik.
a From Nashik alone, our company has been getting An annual husiness of
35,00,000. Figures for the last five years also show a tendency of increaae in our Aale, We
received repeated requests from
customers of this area and Aurrounding areag to open a
have outlet
retail Nashik so that parties can deal directly.
Nashik, I
have analyzed the complete data on the subject from our office. By ataying in
Ivisited we
have
several schools, colleges and local book sellers. They all are of the opinion that buy
our branch in the city. The customers here wish to see the hooks directly and
ahould open
them on the sDot, rather than wasting time in unnecessary correspondence.
he very appropriate
I have found a place near University campus which Icongider would rent for the shop
I have spoken to its owner for rental and he has agreed to give us, The a
to Mr. S.N. Joshi,
for us.
would be 5000 per month for a period of 05 years. I have also spoken manager for a salary of
retired superintendent of Khanna & Associates, to work as the branch
R20,000.
Mr. Joshi has a wide
the condition quite conducive for opening the branch.business
I find here. Our initial
lexperiencein this field and would be competent enough to run the
lexpenditure would be less than 2,00,000 provided we get machines from our main office.
confident successfully here and thus fully
I am very that the branch would run very
recommend it.
Yours sincerely,
XYZ
InternalAuditor.

Investigative Report
POLAR AIR CONDITIONERS LTD.
30, Shopper Arcade,
New Mahatma Road,
Mumbai-05.

12 November 2016

The Director
Polar Air Conditioners Ltd.
30, Shopper Arcade,
New Mahatma Road,
Mumbai-05.

Dear Sir, BH/Sales/2016/13, I was entrusted to carry out an

In accordance with your letter
after-sales service by our agents at
investigation on the series of complaints regarding poor
December 2016.
Mahim from November 2016 to the
and the houses of each of
Ivisited our agents M/S Rai Home Appliances at Mahim enquiries.
complainants and made thorough enquiries. My report below is based on my
Findings :
1. All complaints are dated during a period immediately after the company's New Year Sale
of
in which the new "Super Cool" air conditioner of1.5 tonne model was launched. Most
new model.
the complainants had bought the
All complaints were about delay in responding to their requests for service or incompetent
2.
servicing.
3 The Agency was allotted in February 2014 and the agent appointed 10 well trained
heans for Mahim and adjoining areas. But as the technicins were not happy with
 (Sem,-I)
138 Business Communication - II
the salary given to them, five of them left the iob and went. Thus only nve vecmeans
were left to attend the customers' call.
|4. In order to make up for this, agency recruited fresh candidates with no previous
experience. In place of three weeks' training thev were given only six days training.
Insufhcient work experience along with insufficient training and the introduction of the
new model resulted in delay as well as incompetent servicing of the air coua
5. The new employees themselves admitted that the lack of work experience was responsible
for their not being aware of the importance of punctuality.
The absence of senior employees further contributed to poor after-sales servieng
Recommendations :
salaries t0 their
1. The agents MIS Rai Home Appliances should be advised to give better
employees. This way they would remain committed and dedicated towards their work
training of three weeks
2. They should be told to send their technicians for complete
particularly for the newly launched model.
head office to vnsit the
3. A team of trained technicians should be immediately sent from the
complainants in order to remove the negative attitude towards the agent.
association with the headquarter, can be
4. As a goodwill measure, a free servicing camp, in
held at agent's Mahim showroom.
measures, the negative attitude towards the Mahim
Iam very sure that by adopting these customers in our products be restored.
agent would be removed and the confidence of the Yours sincerely,
XYZ
Internal Auditor