The growth of social media has spawned many platforms dedicated to customer reviews and complaints—for example, Angi, which profiles local service companies, contractors, and professionals—or Yelp, a site with user reviews of eateries, bars, doctors, dentists, and hair salons. For travelers, Tripadvisor has become a force to be reckoned with, featuring reviews, price comparisons, and booking options. More specifically, sites such as Cruise Critic focus solely on vacations by ship or CarComplaints takes aim at automobiles. Alternatively, visit Sitejabber, Ripoff Report, or another complaint site. Study ten or more complaints about products or companies (e.g., iPhone, Starbucks, Delta Air Lines). Of course, examples of official complaint sites include the Better Business Bureau and government agencies such as Consumer Complaint Database, Federal Trade Commission, state attorneys general, USAGov, Federal Communications Commission, and more.

Your Task.

Select one complaint and, as a company representative, respond to it employing some of the techniques presented in this chapter. Submit a copy of the complaint along with your response to your instructor. Your instructor may request that you write an e-mail or a letter.