Part I -- Introduction

At the end of this section, the student, using any materials, will be able to: Identify what the certified mail service provides for the consumer. Select the style of certified letter one should use most often for consumer business disputes. Identify what certified letters can and cannot accomplish Identify when in the problem resolution process to send a certified letter. Cite the cost of sending a certified letter.

Part II. Case Study: The Late Jon S. Danielson is Alive and Kicking

At the end of this case study, the student, using any materials, will be able to: Identify when in the problem resolution process to send a certified letter. Identify the basic characteristics of the "straightforward" type letter. Indicate the customer identification section of a sample letter. Indicate the problem review section of a sample letter. Identify the portion of a sample letter recommending a solution to the problem. Indicate the main benefit of sending a certified letter to the president or general manager of a corporation Indicate a beneficial result of the "use the postmark criterion" letter.

Part III. Case Study: Riding the Carousel with Crunchbag Airlines

At the end of this case study, the student, using any materials, will be able to: Indicate what immediate action you should take if, after an airline trip, you discover your luggage has been damaged. Indicate the main purpose of getting the name of a service representative with whom you have tried to resolve a problem. Indicate the main factor that inhibits the ability of lower-level employees from being able to resolve problems. Select the best description of the "Tinge of Threat" letter. For a consumer dispute, identify the most effective strategy regarding the initial treatment of the issue of compensation.

Part IV. Case Study: Who's Responsible for Cybil La Shulits

At the end of this case study, the student, using any materials, will be able to: Indicate the principle liability of not reading billing statements carefully. Indicate why the tone of form letters, especially the nasty ones, may not match the demeanor of the person whose signature is on the letter. Identify the most appropriate level of authority to contact after you receive a standard form letter that purports to be an individualized reply. Identify the main characteristics of the "Country Bumpkin" letter.