Offering better service

J C Robinson pic 6 North Street Chelsea London Dear Sirs, Thank you for your letter of 26 January. I apologize for the delivery problems you had with us last month. I have had a meeting with our production and shipping managers to work out a better system for handling your account. We know we made a mistake on your last order. Although we replaced it for you, we want to make sure it does not happen again. We have devised the enclosed checklist to use for each of your future orders. It includes your firm's particular specifications, packing requirements and marking instructions. I believe we can service your company better and help your operations run more smoothly with this safeguard. Please contact us if there are any additional points you would like us to include. Yours faithfully,		Useful phrases Line 1 I apologize for the delivery problems you had with us . . . Line 3 I have had a meeting . . . to work out a better system for handling your account. Line 8 . . . your firm's particular specifications, packing requirements and marking instructions . . . Line 11 Please contact us if there are any additional points you would like us to include. Notes Para. 1 Identify the complaint and apologize. Para. 2 Say what action you have taken. Para. 3 Introduce the new system. Para. 4 Invite the customer to offer advice.
Comments The company wisely admits its mistake. To reassure the customer,, it gives information about the new system designed to eliminate errors in the future.	Alternative phrases Line 1      We offer our sincere apologies for… Line 3      ... to devise a better system for . . . Line 5      . . . rectified our mistake... Line 9      .... offer a better service Line 11    . . . any additional headings