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letter for analysis exercises
The M. J. Neeley Center for Professional Communication, copyright 2002 The Neeley School of Business—TCU
Business Letter Formats and Examples
Response to Customer Request
[LETTERHEAD]
Month, Day, Year
Mr. Miles Anderson
Associate Manager
Griggs Corporation
1251 Cedar Avenue
Tyson, ME 00785
Dear Mr. Anderson: Thank you for your letter dated December 12. We are very sorry that you have had
a problem with your Model A-5.
We hope you have received the supplementary directions we sent you by Federal Express. They will
explain how to rotate Flange E, which should solve your problem.
We at _____ Company take pride in our products and guarantee customer satisfaction. Please call our
toll-free number, ________, if you have any further questions.
Sincerely,
Robert Hawdon Manager
Pointers:
? If the customer complained of a problem, apologize politely and immediately.
? Be very specific in your response to the problem, expressing yourself cordially.
? Offer the customer supplementary assistance in the last sentence.
? Add a marketing sentence as shown in the last paragraph.
The M. J. Neeley Center for Professional Communication, copyright 2002 The Neeley School of Business—TCU
Bad-News Letter
[LETTERHEAD]
Month, Day, Year
Mr. Grover Mortland
4321 North River Street
Tubtown, KS 45678
Dear Mr. Mortland:
Thank you for your letter of ___ (date). We appreciate your inquiry concerning your lawn mower. We
want to satisfy our customers with high- quality merchandise.
Grasco lawn mowers carry a 90-day guarantee on all parts and labor, assuming normal usage. Our
inspection of your lawn mowers engine showed that 10W30 oil had been used, along with leaded
gasoline. Please see page 5 of the instruction manual specifying that only 30W engine oil and unleaded
gasoline should be used with your Grasco lawn mower.
However, our skilled service technicians can repair your lawnmower at the usua
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