web developers

Module

Student Worksheet

Activity 2

Complaints about Your Work Performance

Name:

Poor Service Good Service Chart

Poor Service

Good Service

negative attitude
courteous
disrespectful
dissatisfied
pleased
upset
polite
impatient
rude
acceptable
unhappy
friendly
pleasant

Web Developers Module 5 Activity 2 Page 1 of 3

web developers
Module

Student Worksheet

Activity 2

Complaints about Your Work Performance

Name:

Letter of Complaint
You are a web developer at Contact Web Solutions Inc. A customer wrote a letter of complaint about
you and your co-workers.

Read the letter and answer the questions below.

To the Management of Contact Web Solutions Inc.,

I am writing to inform you that Im very dissatisfied with the service I received from your
company regarding Work Order #: 454FG.
First of all, I was very upset by the late delivery of the website. It should have gone live on
November 15th. On November 17th, I called your office and was put on hold for ten minutes.
Then I was transferred to the wrong department. When I finally spoke to your assistant, she
told me that she would look into the reason for the delay, but she never called me back. In
the end, my site went live two weeks late. As a result of this delay, Ive lost a lot of business.
When the site finally went up, I was shocked to see that five products were missing from the
product page and two links were not working. I complained to your assistant and she told me
that she would talk to the web developer. That was two days ago, and Im still waiting for her
call.
I have been doing business with Contact Web Solutions for many years and would like to
continue working with you. However, I am very unhappy about the way I have been treated,
and expect you to compensate me for the business that I have lost.
I look forward to your reply.
Sincerely,
Margaret Smith

Circle TWO correct answers for each question.

1. Ms. Smith is upset because .
a. the web developer changed the color
palette
b. the delivery was two weeks late
c. the service was poor

3. Ms. Smith was shocked because .

a. two links were broken
b. the web developer spoke to Ms. Waters
c. not all the products appeared on the
product page

2. The managers assistant .

a. was very helpful
b. never called Ms. Smith back
c. said she would talk to the web developer

4. At the end of her letter, the customer writes

that she .
a. expects compensation
b. wants to keep doing business with Contact
Web Solutions
c. is going to stop doing business with Contact
Web Solutions

Web Developers Module 5 Activity 2 Page 2 of 3

web developers
Module

Student Worksheet

Activity 2

Complaints about Your Work Performance

Name:

Underline all of the customers complaints in the letter. Then list the complaints below.

D Circle the words in the letter that describe how the customer felt. Then list the words below.

E Role-play a follow-up discussion about Ms. Smiths letter of complaint. Student A is the supervisor
and Student B is the web developer. Make sure to discuss possible responses to Ms. Smith.

Web Developers Module 5 Activity 2 Page 3 of 3