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1. Which of these are examples of the main purposes for a letter of apology or explanation?
Customer service problems; when prices go up.
To explain your poor performance to supervisors.
Professional disappointments; customer service problems; company policy changes.
2. Which type of formatting should be used for an apology or a letter containing ‘bad news’?
Use standard business letter or email formatting.
Use standard business letter formatting, but don’t use email for apologies.
A unique formatting style is needed for apologies or ‘bad news’ due to their sensitive content.
3. Which is a specific example of writing that demonstrates letter content that would “Reveal a Kindness”?
We have enclosed a discount coupon book that’s good for your next five purchases of any of our products.
We have enclosed a discount coupon book that’s good for your next five purchases of any of our products, and we sincerely hope this will compensate in some small way for your recent disappointment because your satisfaction is paramount to our business.
Our company depends on loyal customers like you!
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