Write a bad newsletter to a customer who has requested an exemption to a company ‘s policy. Possible requests that would be subject to bad newletter.
A request to a refund or voucher for a ruined two-week vacation (due to bad weather: rain or snow) at an expensive resort.
Form of a letter: include “to” and “from” addresses and the date. Include appropriate greeting and salutation. Use bullets as needed to emphasize key points.
Show appreciation and concern for the customer from the beginning (possibly with a brief buffer) and throughout the letter. Avoid being overly apologetic or complimentary.
Provide the turndown or bad news early in the letter.
Make the turndown clear and support it by providing 2 to 3 key reasons for the turndown.
Provide an alternative and/ or a positive expectation of a future with the customer.
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