Updated Concept Map for the letter of complaint

This updated version of the concept map is more detailed. I hope it helps.

letters of complaint

I. AUTHORITATIVE

Be clear about what you want and by when.

A. display authority
B. commanding

II. FACTUAL

Ensure that you include all relevant information. Provide documentation/receipt etc.

A. Provide information
1. true
2. reliable

III. CONSTRUCTIVE

Give a practical solution that will be mutually beneficial.

A. be practical
B. be positive

IV. FRIENDLY

Be nice, remember you catch more flies with honey than with vinegar. Remind them of past good/satisfactory service/merchandise.

A. not hostile
B. kind
C. warm

V. CONCISE

State the facts of the case.
Do not lament and over exaggerate.
Provide accurate, unbiased information.

A. summary
B. Short and to the point
C. compact

What happened?

Provide receipt/serial number/model etc.

What will make ME happy

This is what I need you to do.

We can work this out.

Check out this video by Howcast for a audiovisual version of what you need to do.