You have the option of choosing one prompt from two different letter writing scenarios. Once you choose a scenario you have to "fill it out" with your own self generated "incident":

Scenario 1, A Customer Complaint Letter:

You are a customer who has experienced one of the following issues with a company: A defective product, inadequate or rude service, or incorrect billing on a product or service. It is up to you to determine the incident or defect, which has led to the writing of the letter, though your letter, should be able to convey this incident clearly. Be very specific in your detail of the events. Refer to class notes and the textbook for proper complaint letter format.

Scenario 2, A Bad News Customer Relations Letter:

You work in a customer relations department and have received a complaint letter. The complaint letter is both written inappropriately and makes unreasonable requests surrounding the complaint. You must respond to this customer with "bad news," denying their requests diplomatically. It is up to you to determine the nature of the complaint, though your response letter should summarize and convey the complaint (their complaint could be about a product or service).