Customer Relation Letters [Cengage Ch 4]

Front

What is a complaint letter?

Back

A complaint letter is a type of customer relation letter where the writer expresses dissatisfaction with a product or service, aiming to resolve an issue without being disagreeable.

Front

What is a follow-up letter?

Back

A follow-up letter is sent after a sale, combining a thank you note with a sales style letter to reinforce customer relationships.

Front

What should be avoided in business letters?

Back

In business letters, avoid name calling, sarcasm, and using ALL CAPS. Use plain language instead.

Front

What determines where to place the main idea in a letter?

Back

The placement of the main idea in a letter is determined by the type of letter being written.

Front

What are Customer Relations Letters?

Back

Customer Relations Letters are letters that show how a company regards its customers, reflecting the company's attitude and commitment to customer service.

Front

What is the purpose of an adjustment letter?

Back

An adjustment letter is written to respond to a complaint, addressing the customer's concerns and providing a resolution.

Front

What is the tone of a complaint letter?

Back

The tone of a complaint letter should be assertive yet polite, aiming to express dissatisfaction without being confrontational.

Front

What is the significance of plain language in business letters?

Back

Plain language is important in business letters as it ensures clarity and understanding, making communication more effective.

Front

What is the difference between inquiry letters and complaint letters?

Back

Inquiry letters seek information or clarification, while complaint letters express dissatisfaction and seek resolution.

Front

What is the role of a thank you letter in customer relations?

Back

A thank you letter reinforces customer relationships by expressing gratitude for the customer's business and encouraging future interactions.