Give the review you completed in the previous exercise to another student in class. Imagine that you’re the business manager responsible for responding to online reviews. First, decide how you would respond to this post. Would you ignore it, write an online response, or try to call or email the customer directly? Then, talk with your partner about your decision. Is this what the writer would prefer? Why or why not?

Next, assume that you’ll write a response online. Draft your response and again ask your partner for feedback. Would the writer be satisfied with the response? Finally, rewrite the response to perfect it with feedback from your partner.

Previous exercise

Rewrite your customer complaint email for an online review. For your post to an online review site, you have a different reader: the public. Consider making changes for a broader audience, who, like the business manager, cares about your credibility, tone, and details. But, unlike the business manager, this audience may make a purchase decision based on your review.