Message for Analysis, 8-C, you should see that this is a positive message. The good news should come first, with accurate money details. This is one of the times in business when the good news far outweighs the reason for the refund. Especially avoid blaming employees in any business communication. End with a positive resale paragraph. This assignment should be in letter format.
We read your letter, requesting your deposit refund. We couldn’t ﬁgure out why you hadn’t received it, so we talked to our maintenance engineer, as you suggested. He said you had left one of the doors off the hinges in your apartment in order to get a large sofa through the door. He also conﬁrmed that you had paid him $5.00 to replace the door since you had to turn in the U-Haul trailer and were in a big hurry. This entire situation really was caused by a lack of communication between our housekeeping inspector and the maintenance engineer. All we knew was that the door was off the hinges when it was inspected by Sally Tarnley. You know that our policy states that if anything is wrong with the apartment, we keep the deposit. We had no way of knowing that George just hadn’t gotten around to replacing the door. But we have good news. We approved the deposit refund, which will be mailed to you from our home ofﬁce in Teaneck, New Jersey. I’m not sure how long that will take, however. If you don’t receive the check by the end of next month, give me a call. Next time, it’s really a good idea to stay with your apartment until it’s inspected, as stipulated in your lease agreement. That way, you’ll be sure to receive your refund when you expect it. Hope you have a good summer.
Case Study #9, the main goal is the keep the customer happy. This is an instance when a business has made a serious error, and an apology is in order. How would you rectify the situation and maintain the patronage of the customer? Don’t be abject in your apology; foster customer confidence in your business. Please put this assignment into memo format.
Your company sells ﬂower arrangements and giﬅ baskets. Holidays are always a rush, and the overworked staﬀ makes the occasional mistake. Last week, somebody made a big one. As a furious email message from a customer named Anders Ellison explains, he ordered a Valentine’s Day bouquet for his wife, but the company sent a bereavement arrangement instead.
Your task: Respond to Ellison’s email message, apologizing for the error, promising to refund all costs that Ellison incurred, informing him that the correct arrangement will arrive tomorrow (and he won’t be charged anything for it), and oﬀering Ellison his choice of any ﬂoral arrangement or giﬅ basket for free on his wife’s birthday.
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