Mrs. P Jones
Cole & Sons
8 High Street
Dear Mrs. Jones,
Thank you for your enquiry of 25 August. We are always pleased to hear from a valued customer.
I regret to say that we cannot agree to your request for technical information regarding our software security systems. The fact is, that most of our competitors also keep such information private and confidential.
I sincerely hope that this does not inconvenience you in any way. If there is any other way in which we can help, do not hesitate to contact us again.
We are always pleased to hear from a valued customer.
I regret to say that we cannot agree to your request for . . .
I sincerely hope that this does not inconvenience you in any way.
If there is any other way in which we can help, do not hesitate to contact us again.
Identify the enquiry.
Reject the request politely and give the reason.
End with a friendly message.
This letter responds to an attempt by a client to obtain sensitive information. It states the company policy clearly, but softens the refusal by mentioning that the company is no different from other companies in this respect.
Line 1 Many thanks for . . .
Line 1 We are glad to hear from an old customer.
Line 3 I am sorry, but we . . .
Line 4 In fact. . .
Line 7 ... please contact us again.
Refusing a customer’s request
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