Task: The students were tasked to write a “You Attitude” email in a setting of conflict and the corresponding response.
Letter 1 – Complaint
Kelly Kim
6688 Ash Street
Vancouver, BC V6P 3K4
Canada
March 12, 2022
Axis Hair Salon
1234 Burrard St.
Vancouver, BC 91234
Canada
Attention: Customer Service Department
Subject: Unsatisfied Hair Result
Yesterday, I had an appointment with Liv Amsterdam for a balayage appointment. Although we had a pleasant conversation throughout the session, I was unsatisfied with the end result and therefore, I am writing a request for a partial refund.
During the appointment, we noticed that when we started drying my hair after toner was done, the bleached portion was green when I asked for light brown. Although we tried to use a different toner after, I noticed when I came home, my hair became drier as there was an extra toner step, and the colour was lighter than I requested.
Although I appreciate that Liv tried to fix my hair during the appointment, I would like to request a partial refund as the result was far from what I requested originally.
Thank you for your consideration.
Best,
Kelly Kim
Letter 2 – Bad News
Axis Hair Salon
1234 Burrard St.
Vancouver, BC 91234
March 12, 2022
Kelly Kim
6688 Ash Street
Vancouver, BC V6P 3K4
Canada
Dear Ms. Kim,
We sincerely apologize for the unsatisfactory result of your balayage session. Our salon prides in bringing the satisfactory result to all our clients. Therefore, we will try to partially compensate for the unsatisfactory balayage result.
After we received your letter, we have consulted with Liv to understand what had happened. Unfortunately, because Liv is a new junior stylist, she did not have as much experience with colouring Asian hair in the past. We have communicated your concern and have dedicated more resources to train Liv.
To accommodate your feedback, we will refund $200, the value of the toning session. The amount will be refunded back to the account that you have paid automatically within 4 to 5 business days. Please let us know if there are any other concerns.
Best,
Kimberly Shin
Manager, Axis Hair Salon