Question 2 

You work as a manager of Pizzeria Restaurant in Sydney. You received a complaint letter from Mr John and Ms Amanda Black who were customers at your restaurant last Saturday night. The customers have complained that their server (waiter or waitress) was rude, and they want a full refund of their payment.

You investigated the complaint, and you have decided that the request is unreasonable. Your investigation revealed that the customers became intoxicated during dinner and were very loud and aggressive towards each other. Your task is now to:

a. Write a plan for a bad news letter to Mr and Ms Black.

b. Discuss and prepare an opening statement which provides a neutral relevant buffer.

c. Prepare a concluding statement which avoids reference to the bad news, apology or clichés.

d. Using the “kiss, kick, kiss” formula, write a tactful and sensitive bad news letter to the Blacks denying the refund.

Before writing, read the complaint letter from the Blacks in Moodle

Your letter should include the features listed below:

a. Block letter alignment (i.e. Justify) 

b. The seven basic parts of a business letter

• Sender’s name, address and contact number(s)

• Date

• Customer’s (receiver’s) name and address

• Salutation

• Subject line

• Body of the letter

• Complimentary close

• Sender’s name, signature, title