Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to ________.
A) write a memo to someone in charge at the website where she booked her hotel.
B) send an e-mail message to someone in charge at the website where she booked her hotel.
C) place negative comments about the booking site on as many social media sites as possible.
D) write a letter to someone in charge at the website where she booked her hotel.
Question 2
When developing the tone for a claim letter, ________ .
A) bear in mind that the person reading your message is seldom responsible for the problem
B) state the facts of your claim logically, objectively, and unemotionally
C) remember that smart businesses know that retaining a customer is far less costly than recruiting a new one
D) keep all of these choices in mind
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