Imagine… • You and your partner recently joined the Super Fit Fitness Centre Prepared by Ms Ta Thanh Hien What are your expectations? • Towards its facilities? • Towards its activities? • Towards its snack bar? Prepared by Ms Ta Thanh Hien What are your expectations? Prepared by Ms Ta Thanh Hien What are your expectations? • Towards its facilities? • Towards its activities? • Towards its snack bar? Prepared by Ms Ta Thanh Hien What are your expectations? • Facilities – Weight-lifting, muscle-training, cycling and jogging machines, TV, changing room… • Activities – Yoga, aerobics, kick-boxing… • Snack bar – veggies, fruit, energy bars, juice… Prepared by Ms Ta Thanh Hien Writing a letter of complaint Gather information for a complaint Learn how to make complaints in a polite way Write the first draft of a letter of complaint Prepared by Ms Ta Thanh Hien Things that you are dissatisfied with • Changing room – Attendant • Dirty, lazy, rude – State of the room • Dirty, smelly, slippery (water on floor) – Equipment • No clean towels – Facilities • Broken lockers, no benches Prepared by Ms Ta Thanh Hien Things that you are dissatisfied with • Aerobics class – Instructor • Too chubby, unfit, unprofessional – State of the room • Crowded, untidy – Equipment • Gym equipment on floor – Facilities • Broken CD player, cracked glass Prepared by Ms Ta Thanh Hien Things that you are dissatisfied with • Snack bar – Assistant • Dirty, sleepy – State of the room • Dirty, unhygienic, slippery (dripping water) – Food • Unhealthy, fattening, too much fat & sugar – Facilities • Broken chairs & tables, dirty dishes Prepared by Ms Ta Thanh Hien Reply from assistant manager • Response: – Vegetables and dairy products in burgers – Fruit in cakes and drinks – Go and exercise instead of sitting in the snack bar – He gave good advice because sugar and fat give you energy • Action: – None • Other comments: – Join another fitness centre if you’re unhappy Prepared by Ms Ta Thanh Hien How to write a letter of complaint • Purpose – Express dissatisfaction (describe what happened and how you felt) – Ask for follow-up actions • Style – Formal • Tone – Firm but polite Prepared by Ms Ta Thanh Hien Different parts of a formal letter A B C D E F G H I A Sender’s address B Date C Receiver’s name, title & address D Greeting E Subject F Content G Closing H Sender’s signature I Sender’s full name Prepared by Ms Ta Thanh Hien Plan your letter • Opening paragraph – Why you are writing this letter • • • • Specific Complaint (aerobic class) problems + Complaint (snack bar) details, adjectives, Complaint (assistant manager) reported speech Closing paragraph – Actions you request Prepared by Ms Ta Thanh Hien Opening • I am writing in connection with… • We are writing to complain about the consignment of we have received from you • We are writing with reference to our order No 56439 for 250 garden tables • I am writing with regard to… • I am writing Prepared about… by Ms Ta Thanh Hien Details • In your advertisement, you said that….In fact/However/Worse than that, To make the matter worse,… Prepared by Ms Ta Thanh Hien Your demands • I would like you to refund my money as soon as possible and I suggest that you pay compensation for the injuries that I have received • Unless I receive a satisfactory reply within the next three weeks, I will have to take further action • I have already been in contact with my local consumer protection office in order to ask for advice and they have recommended me to take legal action if I not get full satisfaction Prepared by Ms Ta Thanh Hien Ending • I look forward to hearing from you • I look forward to a resolution to this problem Prepared by Ms Ta Thanh Hien ... Ms Ta Thanh Hien Writing a letter of complaint Gather information for a complaint Learn how to make complaints in a polite way Write the first draft of a letter of complaint Prepared by Ms Ta... Thanh Hien Plan your letter • Opening paragraph – Why you are writing this letter • • • • Specific Complaint (aerobic class) problems + Complaint (snack bar) details, adjectives, Complaint (assistant... Join another fitness centre if you’re unhappy Prepared by Ms Ta Thanh Hien How to write a letter of complaint • Purpose – Express dissatisfaction (describe what happened and how you felt) – Ask