Answered step by step
Verified Expert Solution
Link Copied!

Question

1 Approved Answer

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

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?
image text in transcribed
image text in transcribed
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? 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

Step by Step Solution

There are 3 Steps involved in it

Step: 1

blur-text-image

Get Instant Access to Expert-Tailored Solutions

See step-by-step solutions with expert insights and AI powered tools for academic success

Step: 2

blur-text-image

Step: 3

blur-text-image

Ace Your Homework with AI

Get the answers you need in no time with our AI-driven, step-by-step assistance

Get Started

Recommended Textbook for

ISE Managerial Accounting

Authors: Ray H. Garrison, Eric Noreen, Peter C. Brewer

17th Edition

1260575683, 9781260575682

More Books

Students also viewed these Accounting questions

Question

Be able to schedule and conduct a performance appraisal interview

Answered: 1 week ago

Question

Know the two most common approaches to appraisal timing

Answered: 1 week ago