Customer relations letter / Letter of complaint
write effective work or customer service related
letters.
Objectives
This assignment is interactive and its objective is to write two effective work
related letters to
inquire
complain
claim
respond to claims.
Requirements
Two students will get together and come up with a complex workplace or
customer service problem that they will try to tackle by writing letters/emails to
each other. One student will initiate the communication while the other responds
to the first letter. After that the first student has the opportunity to reply while
the second student writes the last letter. The students do not have to solve the
problem but show a professional communication.
All in all there will be four letters and each student is responsible to submit the
whole communication on blackboard. At the bottom of each letter it is required to
write the name and the student ID.
Each assignment letter/email needs to have a minimum of 260 words.
Details
All elements of the letter are present.
Layout is effective.
Content is appropriate for the task, including functions such as
o opening and closing
o describing the situation
o referring to process
o explaining causation
o explaining action steps
o suggesting/advising
o resolving.
Interpersonal aspects are controlled with appropriate tone/phrases.
Interpersonal aspects are controlled through organization/paragraphs.
