Overview
In this project, you will practice analyzing and responding to a customer complaint, from the perspective of a senior manager. Specifically, you will write a formal apology letter (500-750 words) to the customer. This letter must 1) sincerely and professionally apologize for the problem, 2) address the problem by responding to all of the customer’s requests, 3) explain how your business has implemented new policies and/or procedures to avoid similar problems in the future, and 4) offer the customer an appropriate and attractive incentive to regain their goodwill and future business. Your letter is due on Saturday, November 15. Partial credit (minus 10 points/day) will be available until Thursday, November 20. Dr. Acker will grade this assignment.