a) Discuss the effect that the complaint letter might have had on influencing the firm’s response.
(b) Address how you now feel towards the organization.
(c) Conclude the paper with some finalm thoughts, including a discussion of:
1. your perspective on the statement “The customer who complains is the firm’s friend,”
2. what you learned from this experience, and
3. how you will apply what you learned as you enter the business world
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