Bad News Message
Write a bad news letter to a customer who has requested an exemption to a company’s policy. The message should take the “form” of a letter. Format the letter properly: Include “to” and “from” addresses and the date; include appropriate greeting and salutation; and use bullets as needed to emphasize key points. Show appreciation and concern for the customer from the beginning (possibly with a brief buffer) and throughout the letter. Avoid being overly apologetic or complimentary.
Provide the turndown or bad news early in the letter. Make the turndown clear and support it by providing two (2) to three (3) key reasons for the turndown. Provide an alternative and / or a positive expectation of a future with the customer.