Prepare a draft letter to Lyn Smith, in which you attempt to refuse her specific requests

Draft Letter: Negative Message with Positive Emphasis
Background:
Go back to the “Globe Airlines” case and review it. In particular, review the criteria for
the reply to Lyn Smith set out by your immediate supervisor Rita Simmons. Ms.
Simmons has now told you that you cannot offer the E-TUVs to the customers.
Assignment:
Prepare a draft letter to Lyn Smith, in which you attempt to refuse her specific requests
while doing everything you can (within the criteria/limitations you are working under) to
persuade her to return to Globe as a customer in future.
Forward your draft letter to your supervisor, Rita Simmons, as an attachment to a short
transmittal memorandum, in which you submit your draft letter to her for review, give
a very brief explanation of your approach, and ask her for comment and approval to
proceed to send the letter to the customer.

Answer preview:

Dear Customer,

Firstly, we are grateful for choosing to fly with Globe air, and we are regretting the awful experience you and your husband underwent. It has always been our primary concern to ensure that our customers have quality traveling experience using our airlines. But it is so unfortunate that you had to go through series of unpleasant treatment and care as our customer.

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