Write a Formal Letter RESPONSE TO A COMPLAINT: Response to a Customer Complaint. See Unit 2, Module 10, p. 159 and Unit 2, Module 11, p. 182 You are...

Write a Formal Letter  

RESPONSE TO A COMPLAINT: Response to a Customer Complaint. See Unit 2, Module 10, p. 159 and Unit 2, Module 11, p. 182

You are a regional manager of a movie theater chain. You recently had this letter forwarded to you.

Dear Cinema Max

I want my money back! I paid $9 to see The Monster's Bride, and because the screen was so dark, I could hardly see anything at all. Half the time, the screen was almost pitch black! Besides that, the movie was total garbage and nothing like the advertising suggested. And why did I have to sit through half an hour of railers before the movie? You should pay me for wasting my time. You guys are a bunch of crooks.

Sincerely,

Glenn McCann

Because individual tastes vary greatly, it is not company policy not to offer refunds when a moviegoer dislikes a particular film. However, your company just made a controversial move to use new bulbs for the projectors that can be somewhat dimmer. For most films, the difference would be negligible, but with dark cinematography, like horror films, it may be noticeable. Though the tone of Mr. McCann's letter is offensive, he is a customer and may have a valid point. Respond offering a 50% discount on his next ticket purchase. Be sure to avoid negative messaging and emphasize positive messaging. Remember that the most emphatic parts of a business letter are the opening and closing. You also do NOT want to be argumentative in business letters. Use Module 10 and 11, and in particular, LO 11 - 1 through 11 - 6. See p. 170 for an example of a refusal letter with an alternative.