Part one AND TWO Part I: Claim & Adjustment Communications The Assignment: 1.

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Part one AND TWO
Part I: Claim & Adjustment Communications
The Assignment:
1. Re-write and improve the content of the below complaint/claim letter, using an
indirect approach. *Please note that you are welcome to shape this into an email, or a
letter, or both (email w/ attached formal letter)
2. Respond to this re-written customer complaint/claim with an adjustment letter or
email (or both), and grant Mr. Kooler his wish (choosing the approach—direct or
indirect—that seems most appropriate, given the situation)
3. Respond to this re-written customer complaint/claim with an adjustment letter or
email (or both), and deny Mr. Kooler his wish (choosing the approach—direct or
indirect—that seems most appropriate, given the situation)
Dear Company:
Please be advised that as a customer of your practice for several years running, I have become
increasingly unsatisfied with your product and service.
This could perhaps be no more true than it was two weeks ago, when I visited your office for a
routine follow-up check of my teeth and was deliberately deceived by members of your
organization. For starters, I was greeted by your receptionist, a Ms. Jenkins, who told me that
as of last month my file had been flagged for delinquent payments and that my scheduled
appointment had been therefore cancelled. I would not be able to see a dentist that day, she
informed me, and I would not be allowed to see one until I had paid my fees in full. You can
imagine the rage I felt, particularly when I discovered that I would be fined for your
cancellation because I had not called to cancel the appointment myself—but how was I to
know I was supposed to cancel when I didn’t realize I had to pay before being seen again?
Because I was unsatisfied with this, I drove home and called you, the owner of Happy Teeth,
to complain. I received your receptionist, a Mrs. Store, however, and she insisted that I read
the back of all the billing statements, where all of this sort of information is detailed in what
she called “clear print.” The back of the statement? Are you people kidding me? You cannot
cancel an appointment of mine, and then fine me for having not met my appointment, just
because you have written some legal statutes on the back of a billing statement! That is
deliberately insulting, and it stinks of a money-making scheme! How much money have you
been making on this type of confusion with your customers? Probably millions. Happy Teeth,
indeed! Mrs. Stores encouraged me to write and request a refund for the debatable
appointment cancellation, but I want you to cancel out my fine as well as all of my payment
responsibilities, for if you do not, you will have lost me forever—and I will spread the word to
others that Happy Teeth is frankly corrupted. Call me at night, please, because I, different
from some people, happen to work for my money. Thank you so much for your time.
Sincerely,
James F. Kooler Dear Company:
Kugel
Part II: E-mail & Informal Reports
The Assignment:
going to ask you to imagine you are part of middle-upper management for this Happy Teeth
company and that, in the past year, you and your company’s franchised locations have been
receiving an increasing number of complaint/claim letters from customers like Mr. James F.
Kooler. Upon completing your research, you are to send an informal report on your
findings via e-mail to the company’s upper management, as well as an explanation of three
recommendations for Happy Teeth (specifically addressing the expectations and common
problems that Happy Teeth is apparently perpetuating).

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