Letters of Compliment and Complaint Lesson
1. Think of a product or service you like or have had a problem with. (You may write either a letter of compliment, letter of
complaint or both--but obviously not to the same company.)
2. Then use the correct business letter format to express your satisfaction or dissatisfaction with the product or service.
3. It is important that the you use these steps in the body of the complaint letter:
1. Begin with something positive about the product.
2. State very specifically what the problem is. (Do not say "The jeans I bought are a piece of junk." But rather
say "The inside seam of the jeans frayed out, and now they have a three inch hole."
3. Tell them exactly what you expect them to do about the problem. Be realistic--do not ask for a new bicycle if
your problem is only with the bicycle seat. Asking them to replace the seat would be reasonable.
4. Enclose any receipts, product codes or numbers, proof of purchases, or any other identifying materials.
5. Close by stating your confidence in their company's desire to "make it right."
Do not to write in an effort to receive free "stuff." Most companies can sniff those letters out immediately. Only write
with a legitimate complaint or compliment.
4. Use your home address as the return address and in the heading. Therefore, the return letters come to your home.
5. Provide your own stamp.
6. I will grade the letters on the use of proper business letter format, spelling, grammar, effectiveness, and following
directions (on a separate rubric).
7. Then, I will mail all the letters to assure they do make into the mail.
Letter of Complaint Instructions and Scoring Guide
Using appropriate format, style, tone, and point of view, write a letter of complaint to the audience of your choice.
Criteria 3 points 2 points 1 point 0 points
Letter Format: Correctly uses all Correctly uses 5-6 Correctly uses Fewer than 3
proper components of letter components of letter 3-4 components
heading form. format. components used
salutation of letter correctly.
Audience Letter appropriately Effort has been made Audience is Incomplete
addresses intended to address an not
audience audience; some considered;
inconsistencies in no attempt to
tone may appear identify or
Active Voice The majority of Some inconsistencies Little attempt Incomplete
sentences are in using active voice to write in
written in active may occur. There active voice
voice may be some has been
problem with made or has
sentence structure. many