Case Study:

You will role play a professional who needs to use communication to resolve a situation. Consider that you are a home warranty company that contracts home services vendors to address requested repairs by its customers. Your company sent out a vendor named Fix it and Forget it to a customer's house for repairs on an automatic dishwasher. The technician diagnosed and replaced a defective part. Two days later, the dishwasher stops again.

You send the technician from Fix it and Forget it out again, but now the dishwasher begins to work before when he is on his way. Without examination, the technician left and filed a report that there must be an electrical short. Fix it and Forget it demands a second $75.00 service charge from the customer. Not surprisingly, the customer refuses to pay. Going through you, as the home warranty company representative, the customer also says that if they are required to pay a second fee for the same service, they will cancel their membership with you. Through your investigation of the contract, you have determined that the second diagnosis does constitute a second service charge. However, you don't want to lose a valued customer.

So, for this assignment, you will write two letters: One to the angry customer and the other to the highly respected vendor that you have used for many years. Your letter must evidence the concept of goodwill, which we have been exploring in this module. For each letter, explain the situation, the solution, and the reasons behind that solution. You should submit both of your letters as one document, but each letter should meet the following requirements: