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1. Write an answer to the customer's letter that assumes that you now have the parts available. 2. How would your answer differ if ABC
1. Write an answer to the customer's letter that assumes that you now have the parts available. 2. How would your answer differ if ABC Autos were not a valued customer? 3. How would your answer differ if you found out that the parts were in the original shipment but had been stolen by one of your delivery employees? 4. How would your answer differ if you found out that the owner of ABC Autos made a mistake and that the order had been filled correctly? 5. Now review your answers to the previous questions. What are the important components of an effective response to a customer quality complaint (setting the tone, expressing an apology, suggesting a solution, and so on)? How did you use these components in your various responses?
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