(Revised from original 2005 version)
Letter Writing Exercise
Provides an opportunity for students to experience first-hand how service companies respond to customer feedback. The corresponding module note further describes the exercise.
Keywords: Customer Focus and Relationships;
Frei, Frances X., and Hanna Rodriguez-Farrar. "Letter Writing Exercise." Harvard Business School Exercise 605-056, August 2007. (Revised from original January 2005 version.)