Bad News Claim and Denial
This assignment will mirror the assignment of good news and adjustment, except in this case you will NOT be able to grant the adjustment your customer asks for.
For the first letter of the assignment, you will once again cast yourself in the role of a customer who has had a problem with the product or service the company/business you wrote about in the company memo. This time, when you return the customer’s communication, you have to say no.
You will want to remember the psychology of conveying bad news, as discussed in chapter 9. Remember to be polite, and don’t be afraid to offer the customer something else, as long as it is not the request they asked for. Be as helpful as you possibly can be, even though you have to say no.
