Hello, Annamarie and welcome back to Just Anwer!My name is XXXXX XXXXX it will be my pleasure to assist you today, if I am able.Do you know the nature of the customer's complaint? Can you provide a few more details?By when do you need this completed?Thanks for all your additional information.Cher
Hi Cher, seems my replay did not went through last night.
Here is the assignment.
Response to a Customer Complaint
You are the field service manager for DDG Fiber Optics. This morning you received the following letter from Grady McKenzie at Terra Computers in Dallas, Texas.
Recently, our company purchased two F-24Z Illuminators for use in our facilities. The product does not live up to its specifications. First, one unit is causing eye strain in our employees. Although your catalog promises that the Illuminator meets IES/ANSI human visual comfort standards and eliminates direct glare on computer screens, several operators have complained of eye strain. Second, the other unit malfunctions intermittently. At times the light goes out completely; at other times the light flickers. Your field service office has sent three technicians to fix the Illuminator but the problems persist. It would appear that your technicians do not know what they are doing or that the units are beyond repair, perhaps as a result of a manufacturing error.
Our employees are suffering and we are missing deadlines due to downtime when your techs are on site. We need an immediate solution to this problem.
Write a letter to Mr. McKenzie at Terra Computers advising him of how your company will solve the problem.
Saturday around noon, Eastern time. thank you
Here is just a couple of guide lines :
For this week's assignment, you are writing a response to a customer complaint.
Keep the following Best Practices in mind as you write your letter:
Complies with all the requirements for a business letter. Professional appearance with visual appeal.
Complies with almost all the requirements for a business letter.
Eye appeal is solid to good.
Complies with several of the requirements for a business letter. Eye appeal is marred by some formatting problems. Font style detracts from the message or is unprofessional.
Complies with less than 75% of the requirements for a business letter. No eye appeal. White space is not used.
Sentences are complete, well-constructed and of varied structure. Writer makes no errors that interfere with meaning.
All sentences are complete and well-constructed (no fragments, no run-ons). Writer makes minimal errors in grammar and/or spelling.
Most sentences are complete and well-constructed. Writer makes some errors in grammar and/or spelling.
Many sentence fragments or run-on sentences. Sentences may be incoherent. Writer makes numerous and/or serious errors in grammar and/or spelling.
The letter clearly states the problem and the solution with an accurate explanation of the event that caused the complaint and a logical plan for solving the problem.
The letter states the problem and a reasonable solution but either one or both may lack development.
The letter states the problem and a solution, but either the problem or the solution is unclear and underdeveloped.
The letter does not state the problem or solution clearly and is very confusing.
Tone is positive, personal, professional and considerate. Proposed solutions are win/win. Demonstrates strong you-attitude.
Tone is neutral, somewhat professional, and mostly considerate. Solutions provided are mostly win/win but perhaps somewhat lopsided. Demonstrates you-attitude overall.
Tone is negative or wishy-washy, unprofessional and inconsiderate at times. Solutions provided are unworkable or lopsided. Lacks you-attitude.
Negative tone, selfish attitude, unprofessional. No solutions or completely “me oriented” solutions provided. Lacks you-attitude.
All ideas are clearly connected and sentences and paragraphs are woven together smoothly with effective use of transitions. Logical plan of organization.
On the whole, ideas are clearly connected, but a few shifts in thought or missing transitions retard the smooth flow of ideas. Logical plan of organization.
Attempt at organization is apparent, but the connections between ideas are often loose, and the reader may have difficulty following the relationships among ideas.
Unclear organization. Disjointed thoughts with no logical progression of ideas.
Thank you Cher It is great and thank you for your quick response.