Question

You are Kathryn Smith , a correspondent in the customer service department at Bradford's Department Store located at 214 Grant Avenue, Auburn, New York 13021. This morning (use today's date) you received the following letter from Mrs. Henrietta Daniels, an angry customer.

Dear Customer Service Manager,

I am really upset at the poor quality shades that you sell. Two months ago I purchased two pairs of your pleated shades in Wedgewood Blue at $35.99 each for my two bathroom windows. A copy of my $74.32 bill is enclosed.

The color has already begun to run and fade from these shades. I could not believe it when I checked and found that they now look tye dyed! That is not the look I wish for my home.

Since these shades did not provide me with the type of wear that I paid for please refund my $74.32 immediately.

Respectfully,

Mrs. Henrietta Daniels

714 Irving Avenue

Auburn, New York 13021

You take Mrs. Daniels' itemized bill down to the sales floor and find the model of shades she purchased. You conclude that Mrs. Daniels' home must have large bathroom windows because the shade only comes in one size 64 inches by 32 inches wide. Printed right on the tag attached to the shade is this caution: "Warning: The imported fabric in this shade makes it unsuitable for use in areas of high humidity." Clearly, these shades were not made for bathroom use. You access Mrs. Daniels' account on your computer and find that she has been a loyal customer for many years. You, therefore, decide to refund her the full amount, even though she misused the product, but you also feel you should let her know why the shades faded.

1. Write a response letter to Mrs Daniels stating your intentions as well as providing information that would prevent her from ordering the similar shades for this area in the future.

2. The letter should be formatted in full block format just as shown in your textbook on PAGE 554. Be sure that you create the letterhead at the top of the document. Give careful thought as to the proper way to respond to a customer service problem.

3. Carefully, consider the TONE of this letter. Compose this letter utilizing what you have learned thus far in this class and your other business classes regarding customer service.

4. Everything will be taken into consideration when grading this letter.....business letter format, grammar, punctuation, delivery, tone, and overall composition of the message.

Answer 1

Mrs Henrietta Daniels
714 Irving Avenue
Auburn, New York 13021

Dear Madam,

This is with reference to your letter of complaint dates 24/07/2020. We always appreciate honest feedback from our customers and value every customer and their opinion immensely. We regret the bad experience you had with our product and would like to extend our services for compensating the loss born by you.

We accept your request for the full refund of your bill amount $74.32. We request you to forward us your bank account details and the amount will be refunded to your account in 5 to 7 business days.

We would also like to bring to your notice that these shades were made of an imported fabric which wasn't suitable for use in a humid atmosphere. This precaution of use was mentioned on the tag attached to the fabric. I suppose you missed this information because of which the shades were used by you in the bathroom, a place of great humidity which caused the shades to fade. We shared this information with you for you to be careful about purchasing such a product again and not buy shades of this fabric for a humid area in future.

I hope we are able to address your issues to your satisfaction and shall get an opportunity to serve you in future very soon.

Yours' Sincerely

Kathryn Smith

Customer Service Department
Bradford's Department Store
214 Grant Avenue,
Auburn, New York 13021