5. Chapter 6 Summary

Read the scenarios and answer the questions that follow.

You need to inform your employees that the procedure for recording overtime hours has changed. Instead of recording overtime on the clipboard by the water cooler, employees will now be logging overtime hours on a Google Docs spreadsheet.

Option A

I. Overtime reporting procedures have changed

II. Reasons for using Google Docs

	a. Ease
	b. Convenience

III. Friendly closing with link to shared Google Docs

Option B

I. Thank employees for continued loyalty

II. Discussion of old system

III. Benefits of Google Docs system

	a. Ease
	b. Convenience

IV. Overtime reporting procedures have changed

Which organizational plan is the most effective and why?

Option A because it takes a direct approach, placing the main idea first, following with reasons, and ending with a friendly closing

Option B because it takes an indirect approach, building the relationship, introducing reasons, stating the main idea, and closing with next steps

Option A because it takes a clear and direct approach, placing all the reasoning first and then introducing the policy change

You receive the following request for a refund from one of your online customers, Mr. Fernando. The customer is returning the book within the appropriate time frame and for legitimate reasons.

Hi,

I would like a refund for my recent purchase of Organic Gardening. The book is in fine condition; however, it doesnt meet my needs. Please refund the full amount of the book and shipping charges. Can you simply credit it to my account with your store for further purchases? I look forward to your response.

Mr. Fernando

Your employee, Matt, needs to respond to the customers request and approve the refund. He composes this response to the refund request:

Dear Mr. Fernando,

Your refund request has been granted. You will receive a full refund of $45.67 even though it is problematic to process your request. This refund will show up soon. As always, we appreciate your business.

Sincerely,

Matt Netbaum, Customer Service Associate

What advice would you give Matt to improve this message? Check all that apply.

Use original wording. For example, you might say, We are happy to refund the full amount of the book and shipping charges.

Use standard statements to avoid mistakes. For example, remove the references to the exact dollar amount.

Answer only relevant questions. He should not indicate how long it will take for the refund to show up.

Avoid terse language. Matt should consider removing the reference to the refund request being problematic.

Read the scenarios and answer the questions that follow.

One of your summer employees has just given birth to twins. Even though she works for you only seasonally, you want to acknowledge the birth of her twins.

What type of message should you send?

Recognition note

Thank-you note

Congratulatory note

What channel should you use to send the message?

Interoffice memo

Email

Handwritten note

Your companys website provides a forum where customers can post comments and inquiries. You encounter the following post and need to determine how to respond.

Love the website and the store. Best selection in all of New England! Thank you! Every bookstore should be this smart, witty, and fun.

How should you respond?

Dont respond. Monitor the post for additional activity and other responses.

Thank you so much for your sharing your positive feedback. I hope youll say hello next time you are in the store.

Bookstores themselves cant be smart; they dont have brains.