Respond to Carla Biedlers letterby providing her with information only. You can cannot change the shipping costs.

Follow the structure for delivering information: main point, details negatives, reader benefits, and goodwill conclusion. Use positive emphasis , you-attitude, and reader benefits.

Be to provide reader benefits for sure siness, government, or nonprofit organization well. groups do employees represent? How many of aring for elderly parents now? not care for elderly parents as well a How easy is it for your organization skilled workers? Why is it importar tion that people be alert and be w responsibility? aCustomer Complaint about Shipping and Handling Costs (LO 10-1 to LO 10-6) he following letter today: Recently, I telephoned to order a bookcase from your catalogue. The price was $143, plus shipping and handling. Because the catalogue said to inquire about the shipping and han- ding cost, I asked the customer service representative how much that might be. I was expecting $25. Imagine my shock when the representative said $178! out the shipping and handiling cost was more than the actual bookcase, and he I pointed replied, "Well, that's the standard rate. Take it or leave it.-"I couldn't believe my ears. When I asked to speak to a manager, he said she was out. Then, he hung up. I don't know what is the bigger outrage-the shipping and handling cost or his rude behav- ior. I order regularly through catalogues and websites, and l've never found shipping and handling to be more than the actual item. How is it that others can ship for more reasonable rates than you can? This all smacks of unethical business practices, and I have a good mind to report you to the State's Attorney General's Office. Sincerely Carla Biedler any's shipping rates are a frequent sore spot . What they don't understand is that shipping rmined by the carrier, an overland trucking harges higher rates because it has an impec- livering packages on time and intact. hing to that carrier, returns for your company ods have dropped more than 90%. The car- ate based on size and weight. The bookcase d weighs 145 pounds, making it expensive In addition, your company uses p packing materials to protect all product shipment takes longer than simply puttir a box, so handling charges are more thar charge. However, there is no markup on You'll investigate which of your representatives might have spoken ru but because your company doesn't r identifying him may be impossible. Write a resnonse to Ms. Biedler exp