Dealing with a dissatisfied customer

Mile Lauren Legros Hypermarche  Legros Route du Sud Paris France Dear Mile Legros, Thank you for your letter of 25 September telling me about your 1 unpleasant experience with our Paris representative. I apologize for the way he acted, and would like to rectify the situation 3 as soon as possible. You are absolutely right. I have checked with our export department and a mistake was made in your order no. 454. Our representative's refusal to check the consignment against your order was quite unforgivable. The matter is now in hand, and you will receive the 8 missing goods within the next ten days.               Please do not hesitate to contact me again should you have any further problems with our representative. Yours sincerely,		Useful phrases Line 3 I apologize for the way he acted, and would like to rectify the situation as soon as possible. Line 7 Our representative's refusal to check the consignment against your order was quite unforgivable. Line 8 The matter is now in hand. Line 10 Please do not hesitate to contact me again should you have any further problems with our representative. Notes Para. 1 Identify the complaint. Para. 2 Apologize and promise action. Para. 3 Give the results of your investigation. Para. 4 Say what you are going to do. Para. 5 End with a friendly message.
Comments The letter tries to placate the dissatisfied customer by agreeing with her and promising prompt action.	Alternative phrases Line 3 Please accept my apologies for . . . Line 3 ... would like to put the matter right. Line 6 ... we made a mistake in . . . Line 7 ... was quite unpardonable. Line 8 We are dealing with the matter . . . Line 10 ... if you have any further problems . .