Reference no: EM133171587

Scenario

You are required to develop a business letter to one of your customers regarding a complaint lodged recently. Your department received a complaint letter from one of your customers, Julie Smith. She did not receive the product that she ordered due to an error in your system. In addition, the additional costs will not be charged to the customer, and the new product will be dispatched today through express courier. According to organisational policies and procedures, the following rules are required: • The sender's details (title, position, organisation title, and signature) must be included.

• A draft must be developed and reviewed by the customer service manager.
• The font must be 'Arial', and its size is 12.
• Appropriate salutation is required.
• Use the 'Yours sincerely' complimentary close when the salutation (greeting line) is personally addressed. For example:
• Dear Mr and Mrs Jones
• Dear Chris Your title: The marketing manager The company: APC Pty Ltd The company address: 1 High Street, Sydney NSW 2000. The customer: Julie Smith Order Number: APC 1001 Date: (Assessment due date)

Question 1:

a. Who is the intended receiver?

b. What is the purpose of the written communication in the scenario?

Question 2:

Develop a business letter to address the scenario in the assessment.

Question 3:

a. Explain why a draft should be developed and reviewed.

b. Explain who will review the draft.