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1. Which of these are examples of the main purposes for a letter of apology or explanation?
Professional disappointments; customer service problems; company policy changes.
To explain your poor performance to supervisors.
Customer service problems; when prices go up.
2. Which type of formatting should be used for an apology or a letter containing ‘bad news’?
A unique formatting style is needed for apologies or ‘bad news’ due to their sensitive content.
Use standard business letter formatting, but don’t use email for apologies.
Use standard business letter or email formatting.
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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