Assignment $3$: Business Email $-$ Address a Complaint

ENG$1002$

SCENARIO

Read this scenario closolv:

You are the owner of a grocery delivery business. A customer, Claire Fraser, sends you an email

complaining about her grocery order. The eggs were broken, her pears are bruised, and there are three

items missing from her order; she needs two of these missing items for a special celebration tonight.

When she mentioned the problem to your delivery person, he shrugged his shoulders and told her there

was nothing he could do$.$ As a result, she had to find someone to care for her infant while she rushed to

the grocery store to pick up the missing items before her guests arrived for dinner. The customer wants a

reimbursement of her delivery fee, the cost of the missing items, and her babysitting costs. She does not

want to use your garvice again. In this assignment, you will respond to her complaint professionally and

fully in an email.

PART A: CONSIDER YOUR READER

An emall from a customer may not tell you much about them, so how can you analyze your audience and

prepare a message tallored to them? When you have little information about your reader, thinking about

whot your reader wonts and whot your reader needs can help. Wants and needs can be different. For

example, if you are worried about tomorrow's test, you might want to know what questions will be asked;

what you need is more time to study or confidence in your own knowledge and abilities or a study buddy

or maybe you just need your mother to give you a pep talk.

When you consider the customer in the scenario above, what does she want and what does she need?

What are Ms$.$ Fraser's priorities? What is she trying to get done? Within your role as the owner of the

grocery store, what can you do to respond to her wants and needs?

Write your ideas here: