Customer Complaint Response (Effective Communication)

Here's the scenario:

You have received a complaint from a customer that was treated poorly by a member of your business’ customer service staff.  She wasn’t very specific as to what the problem was but it sounds serious enough to jeopardize losing her as a customer.  You must write a response to her complaint. (Be creative and envision an actual complaint that somebody might have that is specific to your type of business.  It's up to you whether it's a small or large complaint.)

In your response letter:

• Format your response like a real business letter.  Search online for an acceptable format or use one of the templates provided in Microsoft Word.  
• Address your letter to Barbara McBride. Her address is 2200 Hamilton Street, Apt. 4, Philadelphia, PA 19123.
• Use a three-part professional style with appropriate tone and language to explain how the situation will be resolved, what actions will be taken to prevent it from happening in the future and if (and how) the customer will be compensated for the poor treatment.