-Draft a short buffer (one or two sentences) for your email reply, sympathizing with the customers plight, but preparing him for the bad news (that company policy specifically prohibits refunds in such cases).

-Develops and supports ideas using wellchosen examples and creative details.

-Adopts strategy to achieve desired outcome; clearly defines purpose and uses logical and/or emotional appeal effectively.

-Handles all elements of the case professionally; develops and supports ideas using wellchosen examples and creative details.

-Adopts strategy to achieve desired outcome; clearly defines purpose and uses logical and/or emotional appeal effectively.

Case Study: As a customer service supervisor for a mobile phone company, youre in charge of responding to customers requests for refunds. Youve just received an email from a customer who unwittingly ran up a $550 bill for data charges after forgetting to disable his smartphones Wi-Fi hotspot feature. The customer says it wasnt his fault because he didnt know his roommates were using his phone to get free internet access. However, youve dealt with this situation before and provided a notice to all customers to be careful about excess data charges resulting from the use of the hotspot capability.