After a horrible vacation, a person writes to the owner of a bed-and-breakfast describing the poor customer service he received as a guest at the establishment. The excerpt that follows features which of the flaws listed below?
MEMO
To: Ms. Martha Smith
From: James White
Subject: Poor Service at Shady Glenn B&B
Date: 11 May 2011
Our car broke down twice, we got lost (my wife insists I should have asked for directions), and we arrived after the play had started. Next, we spent three nights in a miserable motel next to a 24-hour truck stop. We arrived at your bed and breakfast expecting the last half of our vacation to improve. It didn’t. We want our money back. I’m sure the local chamber of commerce would like to hear how shabby you treat your guests.
It uses an inappropriate format.
It fails to exhibit the "you attitude."
It fails to explain the problem.
all of the above.
none of the above