Good writers exist somewhere in most organizations. When responding to complaints, they tend to do the same things and make it look deceptively easy:
They assess the problem and decide what they want to achieve.
They plan, which gives them a clear structure. In longer letters, they use subheadings.
They use simple sentences (average 15–20 words), everyday language, and good punctuation. They know enough about modern English that they’ll begin sentences with But and So when needed.
They also know that nobody’s worried about split infinitives any more.
They put themselves in the reader’s shoes, and they deal with all the relevant problems the customer has raised.
They re-read what they’ve written for sense and logical flow.
— Read on blog.oup.com/