Business Communication 8th Edition by Amy Newman,Scot Ober

Exercise 6

Respond to a complaint letter.
Imagine that you own the business that is the subject of your peer's complaint in Exercise 15. Respond to the letter using principles discussed in this chapter. You may invent whatever details are necessary to win over the customer.
Exercise 15
Write a complaint letter to a business owner.
Think about a negative customer service experience you had recently. Write a letter to the business owner or the company's customer service department explaining what happened. Be sure to use a credible tone and specific examples to persuade the owner that your experience is valid.
Also find a way to encourage a response from the company. You may ask for reasonable compensation, if appropriate.