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Scenario: You make create your own OR you may use the following:
You are the customer service manager for a local Wal Mart.
A customer named Ruth Morley wrote a claim letter on October 14
asserting that she found a frog’s tail in a 12-ounce bag of
Wal Mart brand frozen mixed vegetables. Fortunately, she discovered
the tail before she prepared and served the vegetables to her
family. She was, of course, repulsed by her find, and she immediately
threw the food out. Now she wants $10,000 in compensation. She included
a photo of the frog tail with her letter as evidence.
You agree that it is unacceptable to find a frog’s tail in a bag of
frozen food, but you believe that her claim is exhorbitant and must
be denied. Before you write her back, check your store’s quality controls
and discuss the matter with the store manager. Do other checks you may
deem necessary to assure her of your store’s commitment to health and
safety. Be firm but sensitive in your reply. What are you willing to
offer as compensation, as you want to keep Mrs. Morley as a customer
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