Question.2977 - In Week 5 you were asked to revise a bad news letter to a customer who has requested an exemption to a company’s policy. As I mentioned in the rough draft comments, letters should be formatted properly, including "to" and "from" addresses and the date ("real" addresses--not memos or email addresses), an appropriate greeting and closing, and bullets if/as needed to emphasize key points. It should ideally be written in Times New Roman font, with 12-point type. The letters should alsoShow appreciation and concern for the customer from the beginning (possibly with a brief buffer) and throughout the letter. I asked that students avoid being overly apologetic or complimentary--and to avoid being defensive or dismissive (most often revealed when the opening paragraph addresses how wonderful the company is- -instead of addressing customer complaint). Provide the turndown or bad news early in the letter. Make the turndown clear and support it by providing two (2) to three (3) key reasons for the turndown. Provide an alternative and/or a positive expectation of a future with the customer. (This was missing in many of the rough drafts.) NEVER insult the customer. The best possible letters maintain the "you" attitude the whole way through, with "sensitivity" to the customer so the customer feels supported. Customer "support" is far more appealing than company "defense." Use language that is clear and concise but NOT stuffy, overly formal, or "stiff." How to put a person at ease when getting bad news? Be human. Understanding. Respectful. Eager to Please and to make amends in a way agreeable to both parties (to maintain goodwill and customer relations but not get taken advantage of in the process). Formal language gives the impression that the company is "rigid" and "inflexible" and not customer service oriented. Maintain professionalism. Formatting is important. So is using ACTIVE voice (handling the disappointment respectfully and attentively to individual complaint-- but not hiding behind policy either with "can't help you because that's our policy." Policy should be EXPLAINED so it can be understood.)It is important to create/invent a policy that serves/protects YOU and THEM at the same time. And of course when talking to customer, the emphasis should be on how the policy protects and serves THEM and only them. If it comes across as if it only protects the company or sounds as if it protects the company in a way that does not benefit the customer, the customer will likely be angry and feel cheated. The justification should make the customer feel better about the company while only gently suggesting (never implying) that the wrongdoing was on the part of the customer. So how well did you show someone "who's the boss" while making him or her feel valued, heard, and compensated with something in return for his trouble? If you did it right, you built on a relationship and clarified a policy that protects your company from the customer making the same mistake in the future. Your score was determined by how well you covered the seven bases above.Dear undersigned, that letter could be MUCH better if you wrote it with attention to how the bad news could best be received. What impression do you want to make?Not as generous as you could have been, and the recommended "formula" for optimal success not followed. Why so formal?we would like to inform you that as per our policy and terms of conditions for sale we would not be able to provide you any replacement of the product.Subsequently, you have written the abovementioned letter on August 1st.However, you can take benefit of our store’s on-going sale schemes wherein you can exchange your old mobile phones for upgradation to new phones available in our store. (upgradation?)What benefit comes from being stiff and formal? Makes company appear "rigid" and inflexible--and not customer service oreinted.Do you tell the customer here that he should agree with you? :)However, we regret to inform our inability to process your request for product replacement. Being a valued customer of our store you would appreciate our decision on the following counts:
Answer Below:
From xxxxxx Market xxxxxx Street xxx York xxxxxx th xx Mr xxxxxx Dorthy xxxxx Street xxx York xxxx Mr xxxxxx Warm xxxxxxxxx from xxxx own xxxxxxxxxxxx store xxxxxx Market xxx would xx happy xx know xxxx we xxxx been xxxxxxxx as xxx Best xxxxxx Service xxxxxxx in xxx York xxxxx poll xxxxxxxxx among xxxx respondents xx is xxxxxxx valued xxxxxxxxx like xxx that xxx company xxx been xxxx to xxx accolades xxxx after xxxx In xxxxxxxxx to xxxx letter xxxxx August xx requesting xxx replacement xx mobile xxxxx we xxxxx like xx inform xxx that xx line xxxx our xxxxxx policies xx would xx unable xx provide xxxxxxxxxxx of xxx product xxx had xxxxxxxx us xxxx your xxxxxx phone xxx stopped xxxxxxxxxxx due xx screen xxxxxxxx lack xx use xx keypad xxx other xxxxxx during xxxx visit xx our xxxxx on xxxx th xxxxxxx we xxxxxx to xxxxxx our xxxxxxxxx to xxxxxxx your xxxxxxx for xxxxxxx replacement xxx brief xxxxxx that xxxxxxxx us xxxx providing xxxxxxxxxxx has xxxx noted xxxxx As xxx the xxxx agreement xxx maximum xxxxxx for xxxxxxxxxxx was xxx years xxx had xxxxxx the xxxxxx from xxx store xx June xx The xxxxxxxx period xxxxxxx on xxxx rd xx your xxxxxxx was xxx under xxxxxxxx when xxx damage xxxxxxxx in xxxx It xxx been xxxxxxx to xxx notice xxxx the xxxxxx to xxxx mobile xxxxx has xxxxxxxx due xx breakage xxxxxx by xxxx or xxxxxxxx which xx not xxxxxxx under xxx standard xxxxxxxx protection xx your xxxxxxx for xxxxxxxxxxx could xxx have xxxx processed xxxx if xxx warranty xxxxxx had xxx elapsed xx would xxx be xxxx to xxxxxxx you xxxx replacement xx the xxxxxxx on xxxxxxx of xxx above xxxxxxxxx reasons xxxxxxxxxxxxxxx our xxxxxxx inability xx replace xxx product xx would xxxxxx to xxxxx you xxx all xxxx future xxxxxxxxxxxx We xxx after xxx the xxxxxxx mobile xxxxx in xxx York xxxxx is xxx trusted xxxxx for xxxx million xxxxxxx In xxxx of xxx queries xxx suggestions xxx can xxxxxxx our xxxxxxxxx Department xxxxx Sincerely xxxxx Scales xxxxxxxxx ManagerMore Articles From English
.ico)
.ico)
.ico)
.ico)
