Evaluate negative online reviews.

Find online reviews for a product you would like to buy. Which of the reviews infl uences you most? What about these reviews do you find persuasive? Discuss your analysis with a partner in class.

2. Write a negative review online.

Now rewrite your customer complaint letter from Exercise 15 for an online review. For your post to an online review site, you have a different audience: the public. Consider making changes for a broader audience, who, like the business owner, cares about your credibility, tone, and details. But, unlike the business owner, this audience may make a buying decision based on your review.

Exercise 15:

Write a complaint letter to a business owner.

Think about a negative customer service experience you had recently. Write a letter to the business owner or the company's customer service department explaining what happened. Be sure to use a credible tone and specific examples to persuade the owner that your experience is valid. Also find a way to encourage a response from the company. You may ask for reasonable compensation, if appropriate.