1. When customers write to Ben & Jerrys for information and the response contains both positive and...
Question:
1. When customers write to Ben & Jerry’s for information and the response contains both positive and negative news, what strategy should the respondent follow?
2. If a customer writes to complain about something for which Ben & Jerry’s is not responsible (such as ice in frozen yogurt), should the response letter contain an apology? Why or why not?
3. Why is letter-writing an important function for a company like Ben & Jerry’s?
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1 If a message contains both positive and negative news the positive news should be presented first ...View the full answer
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Related Book For 
Business Communication Process and Product
ISBN: 978-1111951887
7th edition
Authors: Mary Ellen Guffey, Dana Loewy
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