Question

Exercise 1

You are the Sales Manager of Inner Sydney Timber and Hardware Pty. Ltd..

A customer has written a letter of complaint asking for an adjustment of 20% discount off their latest order of building supplies because of the inconvenience caused by late delivery.

You feel that this demand for a 20% discount, which represents $250, is unwarranted as you arranged to have the materials delivered on time. The delay was the fault of the transport company.

The customer’s name and address are Mr. J. Rodgers, 62 Lynch Avenue, Enmore, NSW 2042.

The address of Inner Sydney Timber and Hardware Pty. Ltd. is 45 Belmore Road, St Peters, NSW 2056.

Draft a letter to the customer acknowledging the complaint and refusing the request for the 20% discount.

Answer 1

INNER SYDNEY TIMBER AND HARDWARE PTY. LTD

45 Belmore Road

St Peters , NSW 2056

September 11, 2020

Mr. J. Rodgers

62 Lynch Avenue

Enmore , NSW 2042

Re. Discount of 20% in view of late delivery

Dear Mr. Rodgers

  The sales department of INNER SYDNEY TIMBER AND HARDWARE PTY. LTD had received your concern regarding late delivery of the consignment for which you had sought out a discount of $250 or 20% of the consignment value. In this regard we want to inform that the delay in the delivery of the consignment is due to the fault of the transport company. Our company gives utmost preference to customer satisfaction.

  

Please be noted that discount of 20% of the consignment cannot be accepted by us and we are also planning to change the transport company as late delivery by them is also causing damage to the reputation of our establishment. You are a very valuable customer to us and we make our best possible moves to prevent this.

Inconvenience caused to you is deeply regretted and every customer is important for us and we expect a long relation with you in the coming future.

Thanks and regards

Sales Manager

Sales Division

INNER SYDNEY TIMBER AND HARDWARE PTY. LTD