To: Axel Geirsson From: Batman Date: 10/30/2013

Dear Mr. Geirsson,

I received t e memo t at !o" sent re#ardin# t e $20 %ro&Tec T 'rod"ct line. T ere (ere some desi#n )la(s and )ormattin# errors in t e memo t at I corrected.

T e memo ad a lot o) text and (as ver! "nclear, so I s ortened it. T e tone o) t e memo (as ver! condescendin#, so I c an#ed t e tone and made it more 'ositive. T e s"*+ect line (as missin# so I also incl"ded t at. ,e or#ani-ed t e memo *! incl"din# eadin#s and *"llet 'oints. T is el'ed t e memo *e more clear and concise.

I ave attac ed t e revised memo to t is email. I) !o" ave an! ."estions a*o"t t e c an#es I ave made to t e memo )eel )ree to contact me.

///////////////////////////////// Batman Mana#ement, 0n(ard and 1'(ard 12323 $20 4t, Addison, I5. 60121 0)): 78889888&8888 Fax: 208&888&8888 e&mail: Batman:0n(ard&"'(ard.com

To: Jeff Collins Subject: H20 Pro-TechT Performance Update Hello Mr Collins! "e#re sorr$ about the poor performance of the H20 Pro-TechT jac%et &e "ill 'ladl$ 'i(e $ou a replacement of the jac%et as "ell as )*+ off "ith $our ne,t purchase &e ha(e recei(ed a fe" emails about the same issue and are currentl$ o(erloo%in' an$ issues "ith this jac%et Just brin' $our jac%et to the nearest -n"ard and Up"ard -utfitters location or mail it bac% and "e "ill send $ou a replacement .f an$ issues! remember to chec% our /01 pa'e and feel free to call or email for details 2rian Pitt! Customer Consultant -n"ard and Up"ard -utfitters Phone: 333-333-3333 4mail: onandupfit5aol com

www.onwardandupward.com 701 Butte St Boulder, CO 80301 (303) 555-6464

May 21, 2012 Elise Smith 5000 Wilderness PL Boulder, CO 80301

Elise,

han! you "or #ein$ a loyal %ustomer o" On&ard '()&ard, &e a))re%iate your #usiness* We are sorry to hear that you e+)erien%ed some )ro#lems &ith ,2O Pro- e%h $ear on your %am)in$ tri)*

,2O Pro- e%h , li!e all other &ater)roo".#reatha#le "a#ri%s, is not 100 )er%ent &ater)roo" and "la&lessly #reatha#le* ,o&e/er, you %annot "ind a #etter %om#ination o" &ater re)ellen%y and /a)or transmission 0s&eat1* 2es, P3C )on%hos are ine+)ensi/e and %ertainly &ater)roo"* ,o&e/er, they are hea/y and #ul!y, not to mention e+tremely un%om"orta#le under 4ust moderate e+ertion or outdoor tem)erature*

Here are some pointers on how to get the most out of your H2O Pro-TechT

5ot a $ood insulator "rom the %old Wear hea/ier moisture 6 &i%!in$ layer underneath Be %are"ul ho& mu%h %otton "a#ri% you are &earin$ underneath the 4a%!et (se the /entilation 7i))ers to allo& your #ody heat and s&eat to es%a)e*

We &ould li!e to in/ite you to #rin$ in your in your ,2O Pro- e%h $ear to loo! "or de"e%ts, $o o/er ho& it8s used, and i" you are still uninterested in !ee)in$ the )rodu%t, &e &ill $i/e you a %om)lete re"und*

On%e a$ain &e than! you "or ta!in$ the time to %onta%t us* We loo! "or&ard to "urther ser/in$ you*

See you u) there,

Broo; <odne!
Broo! 9odney Clim#in$ Sales S)e%ialist

Team Batman

=ri; 5a"esen, 4o ai* Mir-a, Bet ann D"r*in, Brian %etersen, Alex >le'', ?ara $oover, Dominic 4c midt

In t e 'ast t(o (ee;s, (e

ave learned

o( to e))ectivel!

andle com'an! iss"es

and c"stomer com'laints in a 'ro)essional and et ical manner. In Tas; 1, (e revised a memo addressed to store em'lo!ees and made it into a 'ositive, enco"ra#in# messa#e instead o) a ne#ative, acc"sin# one. Instead o) statin# t at em'lo!ees aren@t ed"catin# t e c"stomers 'ro'erl!, (e 'raised t e i# amo"nt o) sales inc"rred *! t em. In Tas; 2, (e revised a com'laint res'onse letter, trans)ormin# it )rom a de)ensive and sarcastic tone to a 'ositive, "nderstandin# one. ,e even o))ered t e c"stomer a ret"rn. In Tas; 3, (e (ere #iven t(o email com'laints. ,e denied t e )irst email@s re."est, and #ranted t e re."est in t e second email.