Assignment 2: Bad News Message – Draft Version

PLEASE FOLLOW ALL DIRECTIONS BELOW

Write a bad newsletter to a customer who has requested an exemption to a company’s policy. The message should take the “form” of a letter.

Choose a scenario:

• A request for a refund or replacement of a $1,000 piece of equipment that broke after three (3) years, one (1) year past the warranty date.

• A request for a refund or voucher for a ruined two-week vacation (due to bad weather: rain or snow) at an expensive resort.

• A request to change a company’s “no-pets indoors” policy to a “pet-friendly” policy to allow customers to bring pets inside the restaurant and allow them to sit at tables with their owners.

• A request to change a company’s “pet-friendly” policy to a “no-pet” policy to prohibit customers from bringing their pets into the restaurant’s eating areas – inside or outside.

• Other: Write a bad news message based on another scenario.

Format the letter properly:

• Include “to” and “from” addresses and the date.
• Include appropriate greeting and salutation.
• Use bullets as needed to emphasize key points.

Show appreciation and concern for the customer from the beginning (possibly with a brief buffer) and throughout the letter. Avoid being overly apologetic or complimentary.

Provide the turndown or bad news early in the letter.

Make the turndown clear and support it by providing two (2) to three (3) key reasons for the turndown.

Provide an alternative and / or a positive expectation of a future with the customer.

2 Pages