PRACTICE

Often, customer service issues can be resolved in person or over the phone. However, submitting your complaint in writing can be highly effective in getting results. When writing a complaint letter or email, stick to the facts, state your request, and make it clear what your next step will be. Before writing your email, answer these questions.

• What did you buy?
• Why did you choose this company/product?
• When and where did you buy it?
• What’s wrong with it?
• Why is this a problem for you?
• How have you attempted to resolve the problem?
• What were the results of your attempts?
• What outcome would make you happy?
• What will you do if the problem is not resolved?

Next, write a letter of complaint using all of the information above. Here is an example:

Dear Customer Service Representative:

I recently purchased a one-year subscription to your website hosting service based on positive reviews that I read about your company. However, I would like to cancel my subscription to your service because I have been unhappy with the quality of help that I have received from your technical help desk. In addition to canceling my service, I would also like you to refund my entire payment.

Thank you,

D. Wilson