Chapter - Discussion Questions
1. A recent article in a professional magazine carried this headline: "Is Letter Writing Dead?" How would you respond to such a question?
2. In promoting the value of letter-writing, a well-known columnist recently wrote, "To trust confidential information to e-mail is to be a rube." What did he mean? Do you agree?
3. Which is more effective in claim letters--anger or objectivity? Why?
4. Why is it important to regain the confidence of a customer when you respond to a claim letter?
5. Ethical Issue: Should companies automatically grant adjustments? For example, some customers buy a video camera or a dress for a special event and return the product afterwards. What safeguards could be implemented?