Question: After you complete Exercise 13, switch emails with another student. Imagine that youre the business manager receiving this complaint. Use the form in Figure 19

After you complete Exercise 13, switch emails with another student. Imagine that you’re the business manager receiving this complaint. Use the form in Figure 19 to give feedback to your partner. Circle a rating for each question and prepare comments to justify your feedback.

Exercise 13

Think about a negative customer service experience you had recently. Draft a message you can send to the business manager by email to explain what happened. Be sure to use a credible tone and specific examples to persuade the company that your experience is valid.

Also find a way to encourage a response from the company. You may ask for reasonable compensation, if appropriate.

Figure 19

1. The organization works well for the purpose. 2. The tone is appropriate for the audience. 3. Enough details and examples explain the situation. 4. Requests for compensation are reasonable. 5. Correct grammar and punctuation make the letter credible. NOT AT ALL 1 1 1 1 1 SOMEWHAT 2 2 2 2 2 YES 3 3 3 3 3 DEFINITELY 4 4 4 4 4

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