ROUTINE INQUIRY

Dear Ms. Brown:

Will you please send me an itemized statement covering my account for January?

According to my invoice file, the amount owed should be $2,374.27. Your statement shows $2,833.74 owed. Perhapsyou did not record the $427.17 of merchandise returned on Invoice No. 321 1C late last week. But even this possible error does not explain all of the difference.

I shall appreciate your usual promptness in clearing up this matter.

Sincerely,

ROUTINE INQUIRY--BAD EXAMPLE

Dear Mr. Crifasi:

As you will recall, you recently returned merchandise to us. We at Hobsons sincerely hope thatthistransaction was satisfactory. In fact, weare in the process of making changeswhich will insure that such transactions are favorably handled. Thus, we w ould like the answers for some questions about your experiences returning merchandise to us.

We'd like to know whether you were served promptly and courteously and whether the adjustment was satisfactory and in accordance with your wishes. Also, we'd like to know whether the salesperson offered assistance to you in selecting other merchandise .

You may just write yourcomments on this letter and return it in the enclosed addressed and stamped envelope.

Thanking you in advance for your cooperation, I remain,

Sincerely,