You’re the customer-service manager of a large auto parts distributor. The general manager of a large auto dealer, one of your best customers, has sent the following letter, and it’s your job to write a letter in response. 

Dear Customer Service Manager: 

On the first of last month, ABC Autos submitted a purchase order to your firm. Attached to this letter is a copy of the order. Unfortunately, the parts shipment that we received from you did not contain every item on the order. Furthermore, that fact was not noted on the packing slip that accompanied your shipment, and ABC was charged for the full amount of the order. To resolve the problem, please send the missing items immediately. If you are unable to do so by the end of the week, please cancel the remaining items and refund the overpayment. In the future, if you ship a partial order, please notify us at that time and do not bill for items not shipped. 

I look forward to your reply and a resolution to my problem 

Sincerely, 

A. N. Owner, ABC Autos 

Attachment: Purchase Order 00001

Exercise Task 

1. Write an answer to the customer’s letter that assumes that you now have the parts available. 

2. How would your answer differ if ABC Autos were not a valued customer? 

3. How would your answer differ if you found out that the parts were in the original shipment but had been stolen by one of your delivery employees? 

4. How would your answer differ if you found out that the owner of ABC Autos made a mistake and that the order had been filled correctly? 

5. Now review your answers to the previous questions. What are the important components of an effective response to a customer quality complaint (setting the tone, expressing an apology, suggesting a solution, and so on)? How did you use these components in your various responses?