PORTFOLIO PROJECT 2

Writing a Routine Adjustment Letter

PROBLEM

You are Kathryn Smith, a correspondent in the customer service department ofBranford's Department Store. This morning (Month 25, 20), you received the followingletter 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 agoI purchased two pairs of your pleated fabric shades in Wedgwood Blue at$35.99 each for my two bathroom windows.

A copy of my $74.32 bill isenclosed.The color has already begun to fade from these shades. I couldn't believe itwhen I checked and found that they now look tie-dyed! That is not the lookI wish for my home.

Since these shades did not provide the type of wear that I paid for, pleaserefund my $74.32.

Sincerely,

Mrs. Henrietta Daniels

You take Mrs. Daniels' itemized bill down to the sales floor and find the model ofshades she purchased. You conclude that Mrs. Daniels' home must have large bathroomwindows because the only size this particular shade comes in is 64 inches long by 32inches wide. Printed right on the tag attached to the shade is this caution: "Warning: Theimported fabric in this shade makes it unsuitable for use in areas of high humidity."Clearly, these shades were not made for bathroom use. You call up Mrs. Daniels' accounton your computer and find that she has been a loyal customer for many years. You decide,therefore, to refund her $74.32, even though she misused the product. Write the adjustmentletter (Mrs.Henrietta Daniels, 117 Pine Forest Drive, Atlanta, GA 30345).

PROCESS

Compose a few paragraphs describing how you solved this problem. In narrative form, provide information such as the following:

1. What is the purpose of your letter?
2. Describe your audience.
3. Will you use a direct or an indirect organizational plan?
4. How will you convey the information that Mrs. Daniels misused the product?
5. How can you promote your cotton and polyester bathroom curtains (which are appropriate for high-moisture environments)?
6. What is the purpose of your closing sentence?

PRODUCT

Compose your document, following the five steps in the writing process (planning, drafting, revising, formatting, and proofreading). Format the final version on letterhead stationery. NOTE the letter head is the same from Project # 1