Business Writing Project: Correspondence for Denison Construction

This project showcases business writing skills through a series of documents related to a customer service scenario. The assignment begins with a complaint letter from a customer to Denison Construction and Renovations, detailing issues with worker behavior, including improper dress code and use of inappropriate language. The customer expresses dissatisfaction with the construction of an addition to their home and seeks a resolution. Next, an email from a customer service representative to their manager acknowledges the complaint and seeks clarification on company policies regarding dress code and language use. The manager then drafts a memo to all employees, reminding them of company guidelines and emphasizing the importance of professional conduct. Finally, a response letter from customer service addresses the customer's concerns, apologizes for the issues, and outlines steps taken to prevent future problems. The project demonstrates the ability to compose effective business correspondence, address customer complaints, and communicate company policies.

Running head: BUSINESS WRITING
BUSINESS WRITING
Name of the Student
Name of the University
Author Note

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BUSINESS WRITING
To
Ms. Delilah Flores
Representative- Customer Services
Denison Construction and Renovation
Arizona
18th February 2020
SUB: Complaint about the behaviour of the workers
Dear Ms. Flores,
I am writing this letter to you today to explain the bad experience I have recently faced while
taking services from your company. This is to inform you that your company was contracted
by my housing community to build a 2,000 square foot indoor and outdoor addition
(including an indoor sunroom and an attached, outdoor patio). The construction took place at
353 Park Avenue, Kingland, Arizona. My complaint is regarding the bad decorum that your
staff had shown during their work at my house.
My first complaint is regarding their improper dress code. It has been seen that none of them
wears any shirt during their indoor as well as outdoors works. Let me inform you that my
house is located at one of the exclusive gated community in Kingland and the residents of the
community belong from well-established and sophisticated families. Therefore, the non-
wearing of shirts while doing outside work is quite indecent. Further, many of the people of
the complex, including the women of my family complained that they do not feel comfortable
by seeing those workers half-naked in that way. I further want to add that this immodest
behaviour of the worker definitely going to spread negativity in the decent environment of the
building as it is a posh gated community.

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BUSINESS WRITING
My second complaint is regarding the use of the obscene language of the workers while
working in the building. Many people have heard and complained that workers during their
conversation between used obscene languages. This has happened in front of the children and
women of the community. Thereby, caused discomfort to the children, women and elderly
people of the community. Furthermore, many parents of the building have shown their
concern regarding the use of this type of unacceptable languages in front of their children
might cause harm to their social behaviour.
Let me tell you that we have expected a better service from your company and the workers.
However, the residents of the community are not considering to cancel the construction
contract keeping in mind the good terms that our community have with your company. All
we require is little professional behaviour from the worker and want them to maintain
workplace decorum and decency while working in the building to ensure the peaceful living
of the residents. Please consider this letter as a warning and failure to improve the behaviour
of the worker might force us to take negative actions against your company.
Sincerely,
Mr. Kenneth

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BUSINESS WRITING
Email
From: Delilah Flores
To: Patrick Gordon
Cc:
Bcc:
Subject: Complaint of the customer regarding the behaviour of the worker Priority: High
Attachment: Letter from Mr. Kenneth-customer
Hello Mr. Gordon,
Trust you are doing well. This is to notify you that we have received a complaint from one of
our clients in Kingland regarding indecent behaviour by workers while doing their job. The
complaint states that the worker while doing their indoor and outdoor duties in the client’s
building, did not wear shirts, which have caused discomfort to the Ladies and elders of the
building. However, in my opinion, this might have caused due to the extremely hot weather
in Arizona at present, especially during the daytime. Furthermore, the client has complained
about the use of indecent language by the workers during their conversation. They have
shown concerned that hearing this kind of language regularly might have cause social
discrepancies to their children and negatively affect their regular upbringing process.
However, I need a few information from your side to act on these further. Please note I also
need to give a reasonable reply to the customer’s complaints. The first thing which I need to
know is whether our company has any dress code policy for the workers, which they need to
wear during their working hours. The second thing which I want, you to inform me is about
the availability of the company’s language use policies for the workers. I need sufficient
details regarding these two topics so that I can call the workers and ask explanations from
them for their indecent acts. Attached is the letter from the Client Mr. Kenneth for your better
reference.
I am waiting to hear from you.
Thanks & Regards,

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BUSINESS WRITING
Delilah Flores
Representative- Customer Services
Denison Construction and Renovation
Letter:
Mr. Kenneth,
353 Park Avenue, Kingland,
Arizona
Date: 22nd February, 2020
Denison Construction and Renovation
Arizona
Dear Sir,
Thank you for reporting to us about your complaint regarding the bad service you have
received in your home. We attempt to serve you with the best conceivable service, and when
you sense that it miss the mark of meeting your expectations, it is vital for us to identify the
same and work on it.
We are extremely sorry that you have received such facility that urged you to contact us with
the complaint and we remorse such inconvenience and obstruction that your experience with
our service has affected you. Please note, we ensure the best possible assessments in selecting
workers to represent our company through their work, and they are highly skilled
professionals in their fields. The unfortunate situation faced by you is surprising, as we have
never received such kind of complaint from our other valued customers. However, let me
ensure you that you will not face any further discomfort regarding our worker's dress code
and language usage, as we have undertaken reasonable steps to mitigate the mentioned
problems. To further ensure our staff's manner, which is another way that reflects our

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BUSINESS WRITING
commitments that we owe to our clients, we have informed the appropriate department about
your grievance. Mr. Patrick Gordon, who is the Manager of the Customer Service, has
circulated a memo to all construction site managers to make them remind about the company
guidelines refering these two points. He further ensured that all the managers must have a
regular check on the behaviour of the workers who report to them.
Your support is important for our growth and better work. We are hopeful that you will
continue to give us occasions to attend you. Please be ensure that our company always give
priority to the customer complaints and try to adopt speedy resolution methods in resolving
the disputes.
Thank you again for conveying this matter to us.
Sincerely,
Delilah Flores