Reference no: EM133386906

Setting:

we work at Shanfawe College, and our superior, I. Annoy Daily, has asked you to proofread and edit the letter below that is responding to a complaint. Unfortunately, he wrote this letter when he was in a very bad mood. There is a good deal that can be maintained in the letter in terms of content; however, there is much that needs to be revised in terms of style and tone. For this lab, correct any spelling/grammar issues you observe and to revise the tone and delivery to ensure it represents effective and professional business communication. We want to retain the message of the original sender, but it is important to change the way the message is being sent. Remember, do not change the content (message) of the letter, our job is to make it respectful and appropriate.

Dear Mr. Smith,

You wrote a letter of complaint to our office last week, and while I don't normaly bother to respond to complaints that are rude and aggressive, I will in this case.

In your letter, you say that you were put on hold for 15 minutes. 15 whole minutes, eh? Then, you claim that when you finally did get a chance to speak to one of our representatives, that the "young lady" spoke rudely to you. Last, you say that in the end, this rude younge lady would not even release the details of your son's academic record to you.

Well, this is what I have to say to you. I'm not calling you a liar, but I find your first two points rather hard to swallow. We have a fine training program for our service representatives, a training prorgram that hammers home the fact that they must be friendly and courteous even when a customer is cantankerous and curmudgeonly. The only credible thing that you claim is that our representative wouold not release your son's academic information to you. Of course she wouldn't; it is against the law!!! All our representatives have been trained that the college's policy is never to release personal information to any Tom, Dick or Harry who calls even if the person claims to be a blood relative. In fact, the college is not even at liberty to confirm to deny whether or not your son is a student here at Shanfawe unless we receive written authorization from Bobby. Did you have little Bobby's written authorisation? I think not. Did you magically produce Bobby's written documentation over the phone to our representative? I think not.

In closing, I suspect the only person who was both rude and incompitent was you, Smith.