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is greatly appreciated. You work for Midwest Tech College. The Animal Tech Program has a waiting list of potential students. Jenny holcutt was accepted from the waiting list and notified to contact the school by July 20 if she wants to enter the program and register for classes. Your school received no response from Jenny and on July 25 accepted another individual into the program from the waiting list. On July 26, a letter arrives from Jenny (dated July 17) indicating she wants to enter the program and register for fall classes, but there is no opening for Jenny in the program at this time.
Jenny says she responded in a timely manner to the school, but her response was delayed in the mail. She feels she has the right to enter the program in the fall.
The school's position is that they have a committment w/the student accepted on July 25, and therefore, cannot remove that person to allow Jenny in. They waited an additional 5 days after her deadline before accepting some1. Program has limitations, including
the number of students allowed each semester, the laboratory stations required by each student, and prefessional certification requirements, all of which prevent the school from taking in more students.
I have to write a Goodwill paragraph for this situation. I know that i am supposed to use a positive tone, sell the organization's viewpoint, use a good service attitude, deliver bad news with goodwill, and consider the client's viewpoint....everytime I start this, I get totally suck. Hope I never work for a customer service department!!

Thanks for your time!!