queensu writ250 writing in business contexts bad news letter

When delivering bad-news to a customer,
the indirect approach
is an effective way to maintain good customer relations. The indirect approach requires you to re-frame the customers expectations regarding the questionable product with a neutral or positive statement (buffer), explain the reasons for the refusal/rejection (analysis), state the bad-news clearly (minimizing it as much as possible), describe in detail how you will fix the problem (adjustment), and end on a positive note and offer some kind of future discount, coupon, service, etc.
The purpose of this assignment is to practice applying these principles by writing your own bad-news letter using the indirect approach to convey bad-news in a positive way. To do so, you will use the scenario outlined in the instructions section below.
INSTRUCTIONS
For this assignment, you will write a bad-news letter using the scenario outlined below. Your bad-news letter must contain the following:

Buffer

Analysis

Clear statement of the bad-news

Adjustment

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