Question

Read the following scenario, and answer the following question.

Your manager asks you for advice about the tone of a request letter they are composing to an irate customer.
What advice would you give?
Express appreciation in a fresh and efficient manner.
Use emoticons within the text to ensure correct tone.
Match the tone of the irate customer.

Answer 1

Advise your manager to use a professional and courteous tone in the request letter to an irate customer. Appreciation should be expressed sincerely without matching the customer's tone, avoiding emoticons, and ensuring proper grammar and spelling to maintain professionalism.

Step-by-step explanation:

When advising a manager on how to compose a request letter to an irate customer, it is essential to emphasize the importance of maintaining a professional and courteous tone. The language used should be formal, demonstrating respect and a desire to address the customer's concerns. Using appreciation can help to soften the message and show that the customer is valued, but attempts to mirror an irate customer's tone or use casual elements like emoticons should be avoided.

Here are the guidelines for composing the email:

• Express sincere appreciation for the customer's feedback while addressing the issue directly.
• Avoid matching the customer's irate tone, as it could exacerbate the situation.
• Skip the use of emoticons, which are not suitable for professional communication.
• Ensure correct spelling, punctuation, and grammar to demonstrate professionalism.
• Consider the audience and potential wider visibility of the correspondence.
• Use short, clear sentences and proofread the email for clarity.

Remember, the initial email impression is crucial, and articulating the message with clarity while respecting the receiver sets a positive tone for potential resolutions.