Rewrite your customer complaint email from Exercise 13 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.

Exercise 13

Think about a negative customer service experience you had recently. Draft a message you can send to the business manager by email to explain what happened. Be sure to use a credible tone and specific examples to persuade the company that your experience is valid.

Also find a way to encourage a response from the company. You may ask for reasonable compensation, if appropriate.