| Sample 20: | Letter Refusing a Refund |
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Parkview Travel and Tours
A Full-Service Agency
5600 Portage Road, Charleston, SC 29424-1294
803-555-2121
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| August 5, 19XX
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| Mrs. Frances Crenshaw
114 Quarter Horse Drive Charleston, SC 29409 |
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| Agree with something the reader has said, or thank the reader for having written. | Dear Mrs. Crenshaw:
You're right to expect superior accommodations when you arrange tours through Parkview Travel and Tours. We do stake our reputation on providing the best accommodations available. |
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| Explain the reasons for the refusal. | Because you are a seasoned traveler, you know that different countries have different customs. Not all countries have the same concepts of courteous service as we do in this country. Do you remember how upset you were on your tour of Japan last year when you returned to your hotel only to discover that the hotel manager had moved you to a different room? When you discovered that being moved in that way is a common occurrence in Japan and shows no disrespect, you accepted your next unscheduled move like a native. | |
| Subordinate the negative aspect by emphasizing the positive elements of the situation. When possible, avoid saying no directly. Stress the reader benefits. | It is the same with Kenya and Tanzania. I'm sure you'll agree that your accommodations in Nairobi were as plush as you would expect to find in any major city anywhere in the world. When you signed up for the "Primitive Safari," we informed you that the trip around Lake Victoria would be under primitive conditions, and the materials we sent you before you departed described the emergency equipment required for the journey.
As difficult as the Primitive Safari was for you, I'm sure you'll agree that to be fully appreciated, the beauty of nature must be observed close at hand. You've had an opportunity, Mrs. Crenshaw, to see a part of Africa that few Americans will ever see, and to see it in a way that will be impossible in just a few years. |
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| Close in a positive way, focusing on future business when appropriate. | Perhaps this next year you should consider a vacation a little less strenuous. We have several Mediterranean cruises and European tours scheduled that should appeal to you. The enclosed brochures describe the steamship lines, countries, and accommodations available. Use the enclosed card to request further information. We'll be glad to complete all the arrangements for you. | |
| Cordially, | ||
| Samuel T. Rex
enc |
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