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Introduction
Nowadays, the high speed of communication systems allows businesses and customers to interact fast and effectively. Email is one of the most frequently used means of communication between the customer and the company. It is especially widespread in sending complaint letters.
This paper aims to reply to the customer’s complaint letter. To write a response correctly, additional information was necessary. In particular, the ADA requirements might have been taken into consideration.
Letter
Dear Ms. Nelson,
First of all, let me introduce myself. I work as a Director of Online Courses at Colonial Health Sciences Online. We received a letter from you, in which you complain about our decision to disenroll you from the online test at the end of the course.
The reputation and the Code of Ethics of our company do not allow us to be careless in servicing our clients. That is why we put all the efforts to find the best solutions for our clients and do not set aside any complaints. However, we sincerely regret to inform you that after careful consideration our company decided not to take any further steps in your case. We based our decision on the policy of the company, the terms of your contract, and the ADA requirements. Let me explain it precisely.
Taking ADA requirements into account, we are obligated to provide you with the testing accommodations you need to complete the course. The Code of Ethics of our company states that all clients must be treated fairly and in an ethical manner. As regards the terms of the contract, we were obligated to provide you with high-quality educational service, whereas you had to pass the four exams to get the credential. The presence in the exam is proved by both your signature and your actual results.
We received all the documentation requested from you to confirm your anxiety. In your accommodations request, you mentioned that you needed the time extension to complete the course. That is why the counselor prolonged the deadlines for the three exams. And later you also asked to prolong the deadline for the final fourth exam for work reasons. However, our records show that you were present only in three of the required exams and did not complete the final test. Under the policy of our company, all students absent in any of the required exams are disenrolled from the course. We were not in the position to allow you to retake the exam as it would be unfair towards other students.
We look forward to helping you with your professional development. Wish you good luck in all of your endeavors.
Best regards,
Director of Online Courses
Colonial Health Sciences Online
Conclusion
In summary, it should be said that writing the reply to the complaint letter always requires thinking about the matter from the point of view of both sides. Finding the compromise or giving clear and persuading arguments in your response play the most important role in its success. Besides, the usage of appropriate language is crucial in making it sound. After all, the correct usage of words can do a better job in conflict resolution than only a strict listing of arguments.
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