Business Communication 8th Edition by Amy Newman,Scot Ober

Exercise 8

Respond to a positive customer online post.
Refer to the five-star stereo review ("Incredible sound!") in Exercise 13. If you were a representative of the stereo company and read this response, how would you respond in a way that reinforces a positive customer opinion in your reply? Write your response using the Yelp guidelines in Figure.
Exercise 13
Decide whether to respond to online reviews.
Read three online reviews of a stereo system (Figure). If you were in charge of customer service, to which, if any, of these reviews would you respond? Why or why not? In small groups, discuss your rationale for whether to respond to each review. If you do choose to respond, what would you hope to accomplish with each reply?