{"id":175,"date":"2019-05-26T01:11:23","date_gmt":"2019-05-26T05:11:23","guid":{"rendered":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/?post_type=chapter&#038;p=175"},"modified":"2019-06-07T14:42:15","modified_gmt":"2019-06-07T18:42:15","slug":"customer-complaint-response-rewrites","status":"publish","type":"chapter","link":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/chapter\/customer-complaint-response-rewrites\/","title":{"raw":"Customer complaint response rewrites","rendered":"Customer complaint response rewrites"},"content":{"raw":"<h1>Suggested course level<\/h1>\r\n<span>Lower level undergraduate<\/span>\r\n<h1>Activity purpose<\/h1>\r\n<ul>\r\n \t<li>Students will identify issues with a real-life customer complaint response and rewrite the message using effective negative news writing strategies for online audiences.<\/li>\r\n<\/ul>\r\n<h1>Materials required<\/h1>\r\n<ul>\r\n \t<li>Example of an online written customer complaint response that needs improvement<\/li>\r\n<\/ul>\r\n<h1>Activity instructions<\/h1>\r\n<ol>\r\n \t<li>Find an online negative customer review that has an accompanying problematic corporate response. (There are articles linked below with several examples or you can find your own.)<\/li>\r\n \t<li>Provide each student with a copy of this exchange.<\/li>\r\n \t<li>Once they have read through the situation, ask the class: What do you think is problematic with this complaint response? (Consider: tone, audience, impact on future customers).<\/li>\r\n \t<li>Using negative news writing strategies, have each student rewrite a more appropriate response and\/or apology.<\/li>\r\n<\/ol>\r\n<h1>Debrief questions \/ activities<\/h1>\r\n<ul>\r\n \t<li>Ask a few students to share their rewrites with the class.<\/li>\r\n<\/ul>\r\n<h1>Additional resources \/ supplementary resources<\/h1>\r\n<ul>\r\n \t<li>Links to review sites:\r\n<ul>\r\n \t<li><a href=\"https:\/\/uk.business.trustpilot.com\/reviews\/4-of-the-worst-ways-to-respond-to-negative-feedback\" target=\"_blank\" rel=\"noopener\">https:\/\/uk.business.trustpilot.com\/reviews\/4-of-the-worst-ways-to-respond-to-negative-feedback<\/a><\/li>\r\n \t<li><a href=\"https:\/\/www.searchenginejournal.com\/how-not-to-respond-to-negative-reviews-online-aka-how-to-make-people-hate-your-brand\/59903\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.searchenginejournal.com\/how-not-to-respond-to-negative-reviews-online-aka-how-to-make-people-hate-your-brand\/59903\/<\/a><\/li>\r\n \t<li><a href=\"https:\/\/www.reviewtrackers.com\/revenge-business-owners-worth-fighting-negative-reviewers\/\" target=\"_blank\" rel=\"noopener\"> https:\/\/www.reviewtrackers.com\/revenge-business-owners-worth-fighting-negative-reviewers\/<\/a><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<strong>Tags:<span>\u00a0<\/span><\/strong>oral presentations, oral communications, audience analysis \/ context analysis, negative news messages, writing online, discussion, individual, creating a product or document, customer complaints, apologies, social media","rendered":"<h1>Suggested course level<\/h1>\n<p><span>Lower level undergraduate<\/span><\/p>\n<h1>Activity purpose<\/h1>\n<ul>\n<li>Students will identify issues with a real-life customer complaint response and rewrite the message using effective negative news writing strategies for online audiences.<\/li>\n<\/ul>\n<h1>Materials required<\/h1>\n<ul>\n<li>Example of an online written customer complaint response that needs improvement<\/li>\n<\/ul>\n<h1>Activity instructions<\/h1>\n<ol>\n<li>Find an online negative customer review that has an accompanying problematic corporate response. (There are articles linked below with several examples or you can find your own.)<\/li>\n<li>Provide each student with a copy of this exchange.<\/li>\n<li>Once they have read through the situation, ask the class: What do you think is problematic with this complaint response? (Consider: tone, audience, impact on future customers).<\/li>\n<li>Using negative news writing strategies, have each student rewrite a more appropriate response and\/or apology.<\/li>\n<\/ol>\n<h1>Debrief questions \/ activities<\/h1>\n<ul>\n<li>Ask a few students to share their rewrites with the class.<\/li>\n<\/ul>\n<h1>Additional resources \/ supplementary resources<\/h1>\n<ul>\n<li>Links to review sites:\n<ul>\n<li><a href=\"https:\/\/uk.business.trustpilot.com\/reviews\/4-of-the-worst-ways-to-respond-to-negative-feedback\" target=\"_blank\" rel=\"noopener\">https:\/\/uk.business.trustpilot.com\/reviews\/4-of-the-worst-ways-to-respond-to-negative-feedback<\/a><\/li>\n<li><a href=\"https:\/\/www.searchenginejournal.com\/how-not-to-respond-to-negative-reviews-online-aka-how-to-make-people-hate-your-brand\/59903\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.searchenginejournal.com\/how-not-to-respond-to-negative-reviews-online-aka-how-to-make-people-hate-your-brand\/59903\/<\/a><\/li>\n<li><a href=\"https:\/\/www.reviewtrackers.com\/revenge-business-owners-worth-fighting-negative-reviewers\/\" target=\"_blank\" rel=\"noopener\"> https:\/\/www.reviewtrackers.com\/revenge-business-owners-worth-fighting-negative-reviewers\/<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Tags:<span>\u00a0<\/span><\/strong>oral presentations, oral communications, audience analysis \/ context analysis, negative news messages, writing online, discussion, individual, creating a product or document, customer complaints, apologies, social media<\/p>\n","protected":false},"author":320,"menu_order":3,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":["karen-inkster-vance"],"pb_section_license":""},"chapter-type":[],"contributor":[62],"license":[],"class_list":["post-175","chapter","type-chapter","status-publish","hentry","contributor-karen-inkster-vance"],"part":107,"_links":{"self":[{"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/pressbooks\/v2\/chapters\/175","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/wp\/v2\/users\/320"}],"version-history":[{"count":2,"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/pressbooks\/v2\/chapters\/175\/revisions"}],"predecessor-version":[{"id":230,"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/pressbooks\/v2\/chapters\/175\/revisions\/230"}],"part":[{"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/pressbooks\/v2\/parts\/107"}],"metadata":[{"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/pressbooks\/v2\/chapters\/175\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/wp\/v2\/media?parent=175"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/pressbooks\/v2\/chapter-type?post=175"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/wp\/v2\/contributor?post=175"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/pressbooks.bccampus.ca\/businesscomms\/wp-json\/wp\/v2\/license?post=175"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}