Whether the complaint is justified or unjustified, a letter of adjustments should serve to:
(1) convince the complaint that you are dealing fairly with the problem;
(2) keep the goodwill of the complaint towards your company.
Writing suggestions
Opening: The opening begins with a positive statement, expressing sympathy and understanding.
Body: The body lets the reader know what is being done, and this news, good or bad, should be followed by an explanation.
Closing: The closing ends with another positive statement, reaffirming the company's good intentions and the value of its products, but NEVER referring to the original problem.
无论投诉是否合理，理算信应:(1)使投诉者相信你正公平地处理有关问题;(2)保持投诉者对贵公司的善意。
写作建议
开场白:开场白以积极的陈述开始，表达同情和理解。
正文:正文让读者知道正在做什么，这个消息无论是好是坏，都应该有一个解释。
结束语:结束语以另一个积极的陈述结束，重申了公司的良好意图和产品的价值，但从未提及最初的问题。
