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CMA Foundation · Fundamentals of Business Laws and Business Communication · Writing and Drafting for Business Audiences

Rohit receives a complaint email from a customer at 6 pm. The company's policy is to acknowledge within one working day and resolve within five. Rohit does not yet know the cause of the problem. Which reply best reflects good email etiquette and professional writing?

The best reply is a polite acknowledgement that apologises for the inconvenience, outlines the steps being taken and gives an expected resolution date. This meets the one-day acknowledgement policy and keeps the customer informed. Silence, blame or insulting forwards are unprofessional and may damage the company's reputation.

  1. AWait until the cause is found, then reply in five days with the final answer only
  2. BReply that the complaint is baseless since the customer must have misused the product
  3. CForward the customer's email to colleagues with the comment 'Please handle this irritating person'
  4. DSend a polite acknowledgement with an apology for the inconvenience, state the steps being taken and give the expected resolution dateCorrect

Explanation

A prompt, courteous acknowledgement that shows ownership and gives a timeline meets the policy and builds goodwill. Waiting five days breaches the one-day acknowledgement norm. Blaming the customer without investigation is discourteous, and forwarding insulting remarks risks the comment reaching the customer.

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