At the beginning of the letter, Ms.Smith first talks about how terrible her recent life be. The death of her mother and the serious diseases developed by her sisters and brothers that she describes are trying to gain readers' sympathy and feel ashamed of her experience with Globe. The cancer clinic appointment Ms.Smith has on Monday illustrates how important the fight is for her. Other than that, the capitalized sentences, consecutive question marks, and dot points she uses in the letter represent the informality of the letter and her angry mood.
At the end of the letter, Ms.Smith asks a lot of questions to Globe. Instead of answering these questions immediately, we should figure out what truly happened in Ms.Smith's fight and what is Globe responsible for and what is not. To respond to the letter, as an employee of Globe, we should write professionally and formally. Apologize to Ms.Simth and tell her the best we can do.
