Business letters can be used to request information or action. Familiarize yourself with the organization of these direct request letters so that you can communicate your purpose and achieve a positive outcome. The body of a direct request letter shouldexplain the request logically . Read the following scenario, and answer the following question. Your manager asks you for advice about the tone of a request letter she is composing to an irate customer. What advice would you give? Match the tone of the irate customer. Express appreciation in a fresh and efficient manner. Use emoticons within the text to ensure correct tone.

The best advice for this question would be to express appreciation in a fresh and efficient manner. The best way to deal with a dissatisfied customer is to try a clear and precise dialogue so that the customer feels that their dissatisfactions are being valued and will be addressed. The manager must propose solutions that are consistent with company policy and can then achieve positive results that may retain the customer.