- When writing this message, use business e-mail formatting and include all of the parts needed for an effective bad news letter written using the indirect strategy, (buffer, reasons, bad news and positive closing paragraph.)
- This should be 3-4 paragraphs in length and use techniques to soften the bad news as described in the text, such as:
- Using a subordinate (dependent) clause to place the bad news
- Placing the bad news in the middle of a paragraph and/or minimizing the time devoted to describing the bad news
- Focusing on what CAN be done rather than what CAN’T be done
- Implying the bad news
- Using passive voice
- Don’t make the most common mistake when using a buffer: Thanking or showing appreciation for something you’re going to decline/refuse.
YOUR TASK: Write an email response to the customer, denying his request for a new phone.
#10-44 The Skills Assignment please write an email:
Messages Strategies Refusing Claims and Requests for Adjustment.
Your company markets a line of rugged smartphone cases designed to protect the sensitive devices from drops, spills, and other common accidents. Your guarantee states that you will reimburse customers for the cost of a new phone if the case fails to protect it from any of the following: (a) a drop of no more than 6 feet onto any surface; (b) spills of any beverage or common household chemical; (c) being crushed by any object weighing up 100 pounds; or (d) being chewed on by dogs, cats, or other common household pets.
Jack Simmons, a rancher from Wyoming, emailed your customer support staff requesting a reimbursement after he dropped his iPhone in his hog barn and 900-pound boar crushed it in a single bite.
YOUR TASK: Write an email response to the customer, denying his request for a new phone.
*Here are examples of the classmates answers please comment on it.
To earn full points, you must review and comment on the papers of at least two of your classmates. Please include your comments in a reply message.
To earn full credit for your reviews, please comment on all of the following:
- 1.Does the message follow the indirect pattern for delivering bad news? If not, how does it need to be changed?
- 2.How well does the message explain the reasons for the refusal?
- 3.Does the message help maintain positive relations with this customer? How could it be better?
- 4.Does the message use techniques to soften the bad news as described in the text?
- 5.Does the closing paragraph effectively focus on positive future business relations and avoid referring to the bad news again?
- 6.How effective overall do you find this message?
- 7.Is this message correctly formatted as a business email?
- 8.Is the letter free of misspellings and grammatical errors?
1. Dear Mr. Simmons,
We have received your request for the reimbursement of your iPhone. ABC rugged smartphone cases are the best choice to protect sensitive devices from drops, spills, and other common accidents.
Your request indicates that your phone was damaged by a 900-pound boar. The ABC rugged smartphone case guarantees protection from (a) drops of no more than 6 feet onto any surface; (b) spills of any beverage or common household chemical; (c) being crushed by any object weighing up to 100 pounds; or (d) being chewed on by dogs, cats, or other common household pets.
We would be happy to send you a complimentary ABC rugged smartphone case for your new device. However, based off of your description, we will not be able to reimburse you for your new iPhone. You can use code COMP11 on our website www.ruggedcases.com to redeem your complimentary ABC rugged smartphone case. And as a thank you for your continued shopping with us, I have added an additional $20 credit onto your account, valid toward any purchase.
Thank you for your continued business and we look forward to serving you in the future,
Alexis Freeman
Customer Service
ABC Rugged Cases
2.Dear Mr. Simmons,
Thank you for taking the time to contact us to explain the issues you have encountered and to request a reimbursement of your IPhone. As a leader in the market for rugged smartphone cases designed to protect sensitive devices from drops, spills and other common accidents, we also strive to provide you with the best customer service experience.
Per the details on your request, the phone was accidentally dropped inside your hog barn, and then crushed in a single bite by a 900-pound boar. Our guarantee states that we’ll reimburse customers for the cost of a new phone if the case fails to protect it from any of the following: a) a drop of no more than 6 feet onto any surface; b) spills of any beverage or common household chemical; c) being crushed by any object weighing up to 100 pounds; or c) being chewed on by dogs, cats, or other common household pets. In your case not only the 100-pound weight limit was exceed, but also boars are not considered common household pets. Therefore, the guaranty does not cover your reimbursement request for a new IPhone.
As a valued customer we would like to invite you to the online pre-sale of our new Fall 2020 line of rugged smartphone cases along with a 25% discount on your first purchase. Please use this link www.ruggedcases/vip.com to sign up for the event and to get the details on your discount. You can also always view our latest trends and styles at www.ruggedcases.com.
We look forward to serving you for many years, thank you for your business.
Cordially,
Cristina Mueller
Customer Service Representative
Rugged Phone Cases, Inc
