Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

Exercise 26

Imagine that a customer has written to complain about the lack of attention that she received when visiting a paint store. The manager's responding letter explains why the sales staff were so busy, offers to make a special appointment with the customer to discuss her decorating needs, and then ends with the following paragraph: "We do apologize again for any inconvenience that this situation caused you. We thank you for your understanding. Please do not hesitate to contact us again if we ever fall short of the superior service that you have come to expect from us." If the manager asked for your feedback on this letter, what would you say? It's full of polite expressions. Is it a good concluding paragraph? Discuss.