Question

Scenario 1: Denying a customer’s request

You’re the shipping manager for ECO-System’s subsidiary, Early Learning, Inc. A customer, Margaret Howard of Concord, RI, ordered a large set of original Lincoln logs for her grandson’s fifth birthday. The Lincoln logs came in a beautiful tin, replicating the first sets produced. Margaret has emailed your company because the tin arrived damaged in shipping, and she needs a replacement before her grandson’s birthday party in three days. However, the tin is made by a different manufacturer, and you’re currently out of stock. You will not be able to reorder the tin and get to her in time. Email Ms. Howard the bad news and an alternative solution.

• Decide whether to use a direct or indirect approach to break the bad news.
• At the end of your response, include a paragraph telling why you chose the approach that you did.

Answer 1

(A)

Indirect approach

Dear Margaret ,

we are really very sorry for the damage happened while shipping the product and that you have recieved the product in damaged condition.We and our team of Eco-system are always available to provide you with best and efficient service at anytime.I would like to tell you that currently we are out of stock for chinese made Lincoln logs because of the manufacturer who is different .I would like to request you to have a look at out American made Lincoln Log which is the current best alternative for chinese made lincoln log and it is made in america and we assure and hope that your grandson will love this toy .As if we had more time, we may suggest you to have the replacement by same as we could have dealt wth the manufacturer issue .But as there is shortage of time and that is where this alternative fits best for your grandson brithday surprise .

I hope that you will like our service and understand the concern we have for you .

Regards

Shipping manager ,Eco system's subsidiary ,Early learning Inc.

(B)

The indirect approach was used because when ever we have to deliver or break a bad news we first provide the evidence and then explain the news and what possible solution or alternative we have for them .That is why indirect approach is used