1. Writing a Complaint Letter That Gets Results

2. THINK and PAIR

3. Think and Pair  Type 1 Writing (Think)  In 4 minutes, list 5 times that you have had poor service or a product that didn’t live up to your expectations.  DO NOT MENTION SPECIFIC BUSINESSES OR PEOPLE  Type 1 Writing (Pair)  In 4 minutes, with partner, list 3 ways you could handle a situation (product/service) that you were unhappy with (e.g. complaint letter)

4. What the ‘experts’ say  1s – Go to www.infoplease.orgwww.infoplease.org  2s – Go to www.businessballs.comwww.businessballs.com  3s – Go to www.factmonster.comwww.factmonster.com

5. What the experts say  Don’t do anything the “heat of the moment”  Be concise (understood quickly)  Be factual (details, dates, times, requirements)  Friendly  Type it  Send copies, not originals

7. Type 3 Writing  Read the body of the letter given to you.  FCA #1 – Write one complete sentence (1 point each) about each of the three paragraphs  FCA #2 – Each sentence should summarize what should be included in that paragraph of the letter