
                [RESPONSE IN CUSTOMER'S FAVOR]
 
 
General rules:
 
       * Restate the problem and how it will be remedied.
       * Apologize for the error.
       * Offer some kind of repayment for the customer's
         trouble ( refund, discount, free products, free
         samples).
®PG¯
                            COMPANY
                            ADDRESS
                        CITY, STATE ZIP
 
 
 
Date
 
 
Name
Address
City, State Zip
 
Dear              ,
 
     I have investigated your concerns detailed in your
letter to us dated [Date].
 
     The problem, as I understand it, [involved our
shipping department], and steps have been taken to make sure
the error does not occur again.
 
     [The materials you ordered have been shipped. We have
enclosed an extra case of them with my compliments].  We
apologize for the error and appreciate your understanding
and patience.  Thank you for bringing the matter to our
attention.
 
Sincerely,
 
 
 
Name
Title
