Read the following complaint filed by an irate customer about the quality of biscuits purchased from a company, and the response sent by the company….

sent by the company.

Complaint by customer:

I bought two packets of Delicious Biscuits recently; unfortunately, the biscuits are all in pieces or crumble quite easily when handled. This has been occurring for about the past four months. The retailer is quite prominent [ Appu Stores in Ahmedabad ], and I doubt that they are at fault. I am quite disappointed in the decline of Delicious Biscuits.

Regards,

A loyal customer

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Reply to the complaint:

Dear Dr. Maheshwari,

Thank you very much for your valuable feedback. Customers like you are an integral part of our business and your satisfaction is very important to us.

We are very sorry for the inconvenience caused to you in this instance. We shall contact you shortly to understand the nature of your complaint first – hand and take remedial action.

We shall also be glad to have your suggestions on what kind of products you would like Delicious Biscuits to make in the future.

Best regards,

Customer Service division

Delicious Biscuits

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Comment on the following :

a)The opening and closing of the response sent by the company.

b)The tone of the response.

c)The company’s strategy in handling this complaint.

d)    The audience analysis of the response.