Answering a complaint

Miss Helga Bond Euro Catering Equipment 44 Grossestrasse Frankfurt Germany Dear Miss Bond, Thank you for your letter of 23 December 1996. We are extremely sorry to hear that a mistake has been made in your company's entry in this year's edition of the Hotel Trades Directory. The fact that two digits of your phone number were transposed must be causing you a good deal of inconvenience. I have checked with my editor and she confirms that we made the mistake. We offer our sincerest apologies for the trouble we have caused. In mitigation, we did send you a proof copy of your entry before going to press. This was returned to us, signed by your secretary as being correct in every detail. Had the error been spotted at that point, we would have made the necessary correction before publication. In a directory of 300 pages, there are bound to be a few errors. The one in your entry is among three which have been reported to us. We have now instituted a new proof-checking procedure which should lead to an error-free edition next year. We hope that you will continue to advertise in our directory. As a token of our goodwill, we are prepared to give you a 20% discount for your next entry. Yours sincerely,		Useful phrases Line 2 We are extremely sorry to hear that a mistake has been made in . . . Line 5 We offer our sincerest apologies for the trouble we have caused. Line 7 In mitigation ,… Line 13 We hope that you will continue to . . . Line 13 As a token of our goodwill, we are prepared to . . . for your next. . . Notes Para. 1 Identify the reference. Para. 2 Identify the complaint and apologize. Para. 3 Admit the mistake. Para. 4 Give any information in mitigation. Para. 5 Assure the client of good service in the future. Para. 6 Compensate the client for the inconvenience caused.
Comments The letter frankly admits the company's mistake. Any attempt to cover up would only antagonize the client and probably lose their business. The offer of compensation will probably reassure the client.	Alternative phrases Line 2   We regret to hear that we made a mistake in . . Line 4   The fact that we transposed two digits of your phone number... Line 7   In our defense . . . Line 8   If you had noticed the mistake. . . Line 10   . . . there are usually a few mistakes. Line 11   We have now introduced . . . Line 13   As a gesture of goodwill . . .