[C] Dealing With Complaints And Problems

LET'S LEARN! 📚

Lack of Courtesy - a discourteous or impolite act

Examples:

He was reprimanded for his lack of courtesy to the guest.
I was disappointed by his lack of courtesy and urgency.

Look into something - to examine the facts about a problem or a situation

Examples:

An independent committee will look into alleged violations of the company.
My manager asked me to look into a complaint from a valued customer.

In one's best interest - for someone's own good and benefit

Examples:

It's in the best interest of everyone to cooperate.
It's really in your best interest to consult your lawyer before signing a contract.

Above-mentioned matter - mentioned previously on the same page or on a preceding page

Examples:

I'm looking forward to your response to the above-mentioned matter.
I believe it is in your best interest to please take strict action regarding the above-mentioned matter.

To make matters worse - to make the situation even more unpleasant or difficult

Examples:

To make matters worse, the big landowners are conservative and reluctant to accept technological progress.
And to make matters worse, it cuts off all medical benefits to their spouses and children.

Useful expressions in writing a formal letter of complaint

✔　This is to bring to your notice

✔　I would like to drive/draw your attention to

✔　I am writing you in the hopes of

✔　I am writing to complain about

✔ I am writing to express my dissatisfaction/disappointment

✔ I regret to

Useful expression in making an apology

✔ My apologies

✔ Pardon me

✔ I didn't intend to

✔ I owe you an apology

✔ I truly regret

LET'S READ! 📖

Direction: Read the emails below and answer the questions that follow.

Complaint 1

Situation:

Aiko called her insurance company's customer help hotline but the representative who took her call showed a lack of courtesy and complete disregard for her concerns which prompted her to send a formal complaint to the insurance manager.