CHAPTER 11Customer Relations Letters

Letters that improve or maintain good customer relations sell a company’s image. The broad categories are as follows:

• General Appreciation

• Acknowledging a Complaint

• Following Up on a Complaint

• Regaining a Customer’s Confidence

• Acknowledging a Complaint — Disclaiming Responsibility

• Acknowledging a Complaint — Explaining a Misunderstanding

• Correcting an Error

• General Apology

• Acknowledging an Order — Back Order

• Acknowledging an Order — ExplainingShipment Procedures

• Apologizing for an Employee’s Action

• Notifying Customers of a Move

• Holiday Greetings

• Notification of Complaints

At the side of the page, you will find a brief explanation of each part of the letter. The first letter identifies ...

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