The MD has had two letters of complaint from customers that need to be dealt with asap. The learner's task is to talk to the branches concerned to find out what has happened then select an appropriate letter of reply.

Attachments:
2 letters of complaint, 2 letter templates, Action Taken sheet.

Process:
1. Open the letters of complaint and read through to understand what the problem areas are.

2. Talk to Angus about the 'Customer complaints' and he will tell you who to contact.

3. Call both Direct Sales branches and talk about the letters of complaint. May want to also look at details on the website about the Paris branch, in particular the directions.

4. Open letter templates and select the most appropriate response to both letters.

5. Open the 'Action Taken' sheet and complete the missing information about what action will be taken to ensure these problems do not occur again.

6. Send the completed documents back to Christine via email.

C2.3a
C2.2a
C2.2b
C2.2e

• Animations of two Direct Sales Branch Managers.
• Speech options for each of the managers.
• Two letters of complaint from customers.
• Website article promoting Paris branch, instructions of map should not be clear and should say they stock complete range.
• 6 letters of reply.
• Action taken sheet.