1. What information does the author need to convey in this memo?
2. Of this info, which is most important or valuable for the audience?
3. Does the audience need to do anything in response to this memo? If so, what?
4. Is the memo structured to present the information logically and clearly? If not, how could it be improved? 5. How would you describe the author’s attitude? How could it be improved?
Your readers in this scenario will not know what PEAR analysis is, so briefly describe it and explain its benefits. Analyze specific quotes from the complaint letter, since your readers will have a copy of it. You should have specific evidence for each of the four components. The PEAR Model analyzes a complaining customer’s priorities, emotions, attitudes, and requests. It has two stages: first understand what the customer values, then develop a response or a solution that appeals to those values. Using this model not only helps (re)gain goodwill but also demonstrates care and understanding, creating an emotional preference to buy your brand or product. It can also help you respond to complaints more maturely and professionally, both in speech and in writing.
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