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Formal Writing

Formal Writing. Consumer Complaints. After the purchase…you hope to be happy. But, What If…. …Things go wrong?!?! Today we will focus on how to file effective consumer complaints. Why would consumers need to complain? Have you ever complained to a business?. Recent Complaints.

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Formal Writing

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  1. Formal Writing Consumer Complaints

  2. After the purchase…you hope to be happy

  3. But, What If… • …Things go wrong?!?! • Today we will focus on how to file effective consumer complaints. • Why would consumers need to complain? • Have you ever complained to a business?

  4. Recent Complaints • The Case of the Fruit Cocktail • The Case of the Tainted Books

  5. Resolving Consumer Complaints • It is your right to complain if there is a genuine problem • Your problem can’t be fixed unless someone knows about it!

  6. How to resolve complaints • First step = contact the seller in person/by phone • Most problems can be solved by talking to a salesperson or a CSR • Do this as soon as possible • Some stores have time limits on returns/refunds • If you are not satisfied after speaking with “front-line” employee, ask for a manager

  7. If that doesn’t work… • Try going higher up and contact the national headquarters (if it is a chain) or the manufacturer of the item

  8. What to say when complaining • As much “how you say it” as “what you say.” • Remain calm and accurately describe problem • Suggest what action you want to have taken • Don’t be ambiguous • “I would like to have a replacement” • “I would like to have a refund”

  9. The written complaint letter • Sometimes issues can not be resolved in person or over the phone • Letters provide a good way to voice your concerns • You will have a copy of your complaint on record • You can organize your thoughts in a precise way • Less pressure than face-to-face confrontation

  10. Complaint Letters • Be brief and to the point (don’t ramble) • Note all facts about the purchase • Serial/model number on product • Name/location of seller • When you made the purchase • State exactly what you want done about the problem • Don’t be psycho • Include copies of all documents related to purchase

  11. Sample Complaint Letter • Source: Sample consumer complaint letter • http://www.usa.gov/topics/consumer/complaint/complaint-letter.shtml

  12. If all else fails! • File a complaint with the appropriate governmental agency • Check Consumer Action Handbook for list of Government Agencies and the complaints they handle • File a complaint with your local Better Business Bureau • http://www.bbb.org/ • Small Claims Court • WI, max is $10,000 • WI small claims court

  13. Assignment • Writing a Consumer Complaint Letter

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