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November 14, 2021

In this project, you will practice analyzing and responding to a customer service complaint, from the perspective of a Custo

In this project, you will practice analyzing and responding to a customer service complaint, from the
perspective of a Customer Service Manager at KB Home (10990 Wilshire Blvd., FL 7, Los Angeles, CA
90024). Specifically, you will write a formal apology letter (500750 words) to the customer, using professional language/tone, standard formatting (use full block format), and a user–
friendly structure and design. You should also review KB Homes corporate values at
https://www.kbhome.com/ethics and download the KB Home logo
(https://www.kbhome.com/images/Navigation/New/KB_Logo.svg) for your letterhead.

Write a 1–2page formal apology letter (500–750 words, single–spaced) to Ms. Fields. Your letter should: 1)

sincerely and professionally apologize for the problem, 2) explain how your management team has addressed
the specific problem and how new policies and/or practices will avoid similar problems in the future, and 3)
offer Ms. Fields an appropriate and attractive incentive, to regain her goodwill and keep her as a customer.

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