Humiliation part 2...

skintchick

If anyone's planning on using this letter, make the following alterations before doing so (it's the journalist in me, I can't help it, bad English and spelling makes me wince not taking anything away from Kevicho's helpful post in any way)

Kevicho wrote:

***Sample letter***

Dear Sir.

Thankyou for you response which although was curteous COURTEOUS, didnt contain the kind of response which I would appreciate from a establishments AN ESTABLISHMENT of your standing.

I have been a loyal customer now for X amount of DELETE 'AMOUNT OF'years, and have come to expect a high level of service from your dedicated staff.

However in this case i I feel those standards clearly were'nt WEREN'T met.

I felt the way that you YOUR "Customer Support Agent" UNNECESSARY CAPITALS dealt with me was wholely WHOLLY innapropriate INAPPROPRIATE, and extremely patronising.
It would be fair for me WOULD IT? to say that the attitude and respect that was DELETE 'THAT WAS' shown to me and my situation HOW DO YOU SHOW SOMETHING TO A SITUATION? was, to be polite, susceptable SUSCEPTIBLE, BUT IT'S THE WRONG WORD to improvement. PERSONALLY, I'D RE-WORD THIS ENTIRE SENTENCE.

I felt there was a distinct lack of respect for me, and I was horrified at the attitude displayed towards me by your employee. She may well deny making me feel belittled, but I did feel that way, whether or not it was her intention. This is the issue, rather than her perception of how she meant to make me feel.


I sincerely hope in future that a situation that arises in future DELETE REPETITION can be dealt with in a more private setting, rather than a crowded area. THIS SENTENCE DOESN'T REALLY MAKE SENSE. ALSO I THINK IT'S LOSING FOCUS. STICK TO YOUR SITUATION, DON'T GET GENERAL.

Maybe this could be included in your training policies, as this is the way all customers should be treated. I THINK THIS IS LOSING FOCUS HERE, STICK TO THE POINT, DON'T MAKE IT GENERAL.

Im sure it would also be benficial BENEFICIAL to the reputation of your company to make sure my complaint and the outcome is dealt with HOW DO YOU DEAL WITH AN OUTCOME? AN OUTCOME IS WHAT YOU WANT. DELETE 'and the outcome', to my satisfaction, in a positive and swift manner.

Word of mouth can be a very positive, but also very negative endorsement of a company MISSING FULL STOP. ENDORSEMENT IS BY DEFINITION POSITIVE, SO THIS DOESN'T MAKE SENSE.

Thankyou THANK YOU IS TWO WORDS for you co operation CO-OPERATION IS HYPHENATED and I look forward to many more years of excellent service from yourselves.

Regards

Jo_R

Something along those lines would be good, make them feel good by saying (or indeed lying) that so far service has been great, but on this occasion they have failed to be decent human beings.

Keep your cool, and dont get so wound up about it, remember the objective, is to get money back from these a*&*(*s , there opinions dont mean a thing

Take care

Sorry if this seems nasty, but you will get much better results from a well-written letter that is concise.

I'm happy to help people with spellings, sentence structre, etc, if they PM me.

Me_Myself_2

"structre"?

LOL ......... LOL

I'd call it a 'Freudian' slip if I could spell it.

mrbadexample

Well, if it were me I'd be going for something a little stronger than that suggested thus far. Firstly, get on google and find the name of the biggest cheese you can, e.g. Financial Director, and his address. Then send something along the following lines to the chap who sent you that letter, with a copy to the big cheese. Include a copy of your original letter with both.




Dear Sir,

Thank you for your letter of <...date…> in response to my recent complaint (copy attached) regarding the treatment I received from your Customer Service Advisor. However, I do not feel that you have given due consideration to the matter, and I find your response both condescending and inadequate.

You state that your member of staff “regrets any undue stress or anxiety that resulted from this discussion”, and yet no apology has been made. That she is a “very experienced colleague” does not make her treatment of me acceptable – quite the opposite in fact. As an experienced member of staff I would have expected her to have handled the situation with a good deal more tact and sensitivity than was shown.

You are correct in your understanding that I was eventually offered a seat in the public area of the bank whilst she made further enquiries, after a ritual humiliation in front of the other customers. I remain disgusted that no consideration was given to the privacy of my personal affairs, despite the fact I was obviously in some distress – 43 weeks pregnant and in tears should have given her a clue.

I also note with some concern that you find it acceptable that your staff treat customers in this manner: “Therefore, whilst it is clear that you were upset following your visit, I do not agree that you were treated in an unacceptable or discriminatory manner”. You agree that I was upset by this member of your staff, but do not find this unacceptable?

You also state that you kindly agreed to refund two of the punitive charges applied to my account. Please advise when I can expect to see this happen? Since this time I have had a further charge of £30.00 applied to my account. However, if the refunds had been made as agreed, this further charge would not have been incurred. I would therefore expect this additional charge to be returned in full, and in addition to those already agreed, without further delay.

I am all too aware that I am experiencing a degree of financial difficulty at this time. Rather than ignore the problem, I came into your bank to discuss the matter, and to seek assistance in rectifying this situation. Instead I was belittled in front of other customers, and left in an extremely distressed state.

I would be grateful if you could reconsider your response to my complaint, as I do not feel you have given more than lip-service to your reply thus far. I do not wish to have to take the matter further.

Yours faithfully,

Jo_R



C.C. Fred Bloggs, Financial Director.

Me_Myself_2

Excellent........

Kevicho

skintchick wrote:

If anyone's planning on using this letter, make the following alterations before doing so (it's the journalist in me, I can't help it, bad English and spelling makes me wince not taking anything away from Kevicho's helpful post in any way)

Sorry if this seems nasty, but you will get much better results from a well-written letter that is concise.

I'm happy to help people with spellings, sentence structre, etc, if they PM me.

Not nasty at all, in fact the letter was written within 5 minutes while i was at work, and merely intended as a guide.

Had to laugh at your incorrect spelling though

Kevicho

Also the "susceptible to improvement" is a direct quote from Dale Carnegie, one of the prime masters of people skills in the world ever!

So i would keep that in

As for unncessary use of capitals, the bit in quotation marks is sarcasm, hence the caps

mrbadexample

Kevicho wrote:

Also the "susceptible to improvement" is a direct quote from Dale Carnegie, one of the prime masters of people skills in the world ever!

I like to think I have a good grasp of the English language, but for the life of me I cannot fathom what this actually means? It's like management-speak.

Jo_R_2

Cheers everyone for your feedback :T I have held off writing anything due to my mood yesterday, but will be onto this soon.

Thanks to all who have replied

Mirtos

JO. Stick to your guns. Go over this guys head. To comment on you having children IS discrimination (not to mention patronising and just plain bad form). Make that clear. Just as one cannot discriminate in the workplace against people with kids, banks certainly shouldn't even comment on it. Write to head office including copies of your original letter and the response. Make it clear that his reply is not acceptable Do not be apologetic, do not use emotional language. State the facts as you see them clearly and concisely and do not back down keep pestering the b*ggers. I'm off to look up the relevant discrimination legislation - will post back if have time (am at work).xxx

Mirtos

Have a look at this

http://www.womenandequalityunit.gov.uk/legislation/

or this

http://www.eoc.org.uk/Default.aspx?page=14944
maybe the pregnant workers directive could be deemed relevant?
Hope that helps lovey! xxx