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Workplace Communication Skills Class

Apology Letter

Your company, Swifty Nifty Running Shoes, has recently received many complaints about the level of customer service. One customer in particular, Deanna Hatch, got in a heated exchange with the customer service rep, Amanda, and wanted to speak to a supervisor. Instead of forwarding Deanna to the supervisor, Amanda decided to hang up on her. This is one example of the terrible service provided to customers. Ms. Hatch has since sent in a complaint about her experience.

You are the manager over the customer service operations and now need to respond to the complaint. Write an apology letter back to Ms. Hatch and use page 55 as a reference. I can provide PDF book

Remember, it is easier to read short paragraphs. Page 55’s apology letter is 7 paragraphs, but they are short paragraphs.

EXPECTATIONS: You need to hit on all of the elements found in an apology letter.

• Apologize (3 Points)
• Sum up the situation that happened (6 Points)
• How are you (as the manager) going to make sure this doesn’t happen again? Elaborate and get specific. (9 Points)
• Thank the customer & apologize again (4 Points)
• Offer something to the customer. Coupon, free item etc.
• Grammar (8 Points)