As Carl Bass, the shipping manager of Neptune Seafood, you have received an urgent e- mail...
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As Carl Bass, the shipping manager of Neptune Seafood, you have received an urgent e- mail from the owner of Oceanarium in Birmingham. This e-mail indicates that Oceanarium's morning shipment of seafood was spoiled when it arrived today due to a faulty refrigeration unit in one of your delivery trucks. You have since spoken with your delivery driver, Arthur Curry, who confirmed the malfunction of the refrigeration unit in his truck. The e-mail from Oceanarium also asks for an immediate replacement shipment with your assurance that its contents will be fresh. Do your best to resolve the dispute in a way that both maintains the integrity of Neptune Seafood, one of the Southeast's largest wholesale seafood distributors, and preserves your relationship with one of your company's most valued customers. You may find it necessary to provide a reasonable incentive to the owner of Oceanarium to secure his or her future business. Be sure to adopt an appropriate tone for your apology. Edit your work carefully for any errors in grammar, usage, and/or mechanics. You will also need to add a CC: (courtesy/carbon copy) to the owner of Neptune Seafood, Tim Triton, to inform him of the situation. Don't forget your signature block. The address for Neptune Seafood is as follows: Neptune Seafood 711 Triton Avenue Birmingham, AL 35223 Phone: (205) 967-2020 Email: neptuneseafood@charter.net Purpose: To apologize/grant an adjustment Audience: Owner of Oceanarium (primary) Tim Triton (secondary) Complaints and apologies are essentially two sides of the same coin. The focus of a complaint should be to resolve a problem in a positive way. The focus of an apology in the course of business should be to show empathy, remorse, and contrition, while focusing on a resolution to the situation that is equitable and fair for both parties. Pointers for Organizing Complaints: Open with the Bad News or a Buffer Statement Open with a direct statement of the bad news if the situation is routine, minor, or if the bad news won't come as a shock for your audience. · TYPES OF BUFFER STATEMENTS: Agreement Find a point of view on which you and the reader share similar views. Appreciation Express sincere thanks for receiving something. BUS 350 Writing Complaints and Apologies Cooperation Convey your willingness to help in any way you realistically can. Fairness-Assure the reader that you've carefully considered the problem. Action Mention an appropriate action that has already been taken. Good News-Start with the part of your message that is favorable. Praise Find an attribute or achievement to compliment. Understanding Demonstrate that you understand the reader's goals and needs. Provide Reasons or Additional Information as Needed ● ● Open with a buffer statement if the situation is more serious, the audience will clearly be displeased, and/or the audience is emotionally involved. Provide enough detail to logically support the complaint. Provide well-written reasons for the complaint that are detailed, tactful, individualized, unapologetic, and as positive as is practical. . At all costs, avoid negative personal statements, insults, or accusatory language. Start with the most positive points first and move forward to increasingly negative ones. Focus, finally, on a positive resolution that is beneficial to you, but also reasonable. When outlining your resolution, be specific, but you may want to offer a couple of options for your reader. ● · Close on a Positive Note Don't refer to, repeat, or apologize for the bad news and refrain from expressing any doubt that your reasons will be accepted. Encourage additional communication only if you're willing to discuss your decision further. Don't anticipate problems. ● Avoid clichés that are insincere in view of the bad news or complaint. Close with a positive but honest-outlook on the future. A positive close builds goodwill, offers a suggestion for action, and provides a hopeful look toward the future. ● ● Pointers for Organizing Apologies Open with a Sincere Apology for the Situation Apologize in a brief and sincere way, but don't use flowery language that goes beyond your true feelings or the scope of the situation. . ● ● Focus on a Positive Resolution Focus on how you or your organization will resolve the situation and/or make things right. Offer a reasonable incentive to make reparations to the wronged party and/or to secure future business or loyalty. ● · Flowery insincerity will undermine the effectiveness of your message. Offer a brief explanation for the situation if warranted, but be as brief as possible with only as much detail as is necessary. Close on a Positive Note Conclude with a personal statement that assures the reader of your continued interest in seeing that the problem is resolved. Avoid making a guarantee against any future problems. End with a statement that is positive, appreciative, and hopeful towards the future. ● ● As Carl Bass, the shipping manager of Neptune Seafood, you have received an urgent e- mail from the owner of Oceanarium in Birmingham. This e-mail indicates that Oceanarium's morning shipment of seafood was spoiled when it arrived today due to a faulty refrigeration unit in one of your delivery trucks. You have since spoken with your delivery driver, Arthur Curry, who confirmed the malfunction of the refrigeration unit in his truck. The e-mail from Oceanarium also asks for an immediate replacement shipment with your assurance that its contents will be fresh. Do your best to resolve the dispute in a way that both maintains the integrity of Neptune Seafood, one of the Southeast's largest wholesale seafood distributors, and preserves your relationship with one of your company's most valued customers. You may find it necessary to provide a reasonable incentive to the owner of Oceanarium to secure his or her future business. Be sure to adopt an appropriate tone for your apology. Edit your work carefully for any errors in grammar, usage, and/or mechanics. You will also need to add a CC: (courtesy/carbon copy) to the owner of Neptune Seafood, Tim Triton, to inform him of the situation. Don't forget your signature block. The address for Neptune Seafood is as follows: Neptune Seafood 711 Triton Avenue Birmingham, AL 35223 Phone: (205) 967-2020 Email: neptuneseafood@charter.net Purpose: To apologize/grant an adjustment Audience: Owner of Oceanarium (primary) Tim Triton (secondary) Complaints and apologies are essentially two sides of the same coin. The focus of a complaint should be to resolve a problem in a positive way. The focus of an apology in the course of business should be to show empathy, remorse, and contrition, while focusing on a resolution to the situation that is equitable and fair for both parties. Pointers for Organizing Complaints: Open with the Bad News or a Buffer Statement Open with a direct statement of the bad news if the situation is routine, minor, or if the bad news won't come as a shock for your audience. · TYPES OF BUFFER STATEMENTS: Agreement Find a point of view on which you and the reader share similar views. Appreciation Express sincere thanks for receiving something. BUS 350 Writing Complaints and Apologies Cooperation Convey your willingness to help in any way you realistically can. Fairness-Assure the reader that you've carefully considered the problem. Action Mention an appropriate action that has already been taken. Good News-Start with the part of your message that is favorable. Praise Find an attribute or achievement to compliment. Understanding Demonstrate that you understand the reader's goals and needs. Provide Reasons or Additional Information as Needed ● ● Open with a buffer statement if the situation is more serious, the audience will clearly be displeased, and/or the audience is emotionally involved. Provide enough detail to logically support the complaint. Provide well-written reasons for the complaint that are detailed, tactful, individualized, unapologetic, and as positive as is practical. . At all costs, avoid negative personal statements, insults, or accusatory language. Start with the most positive points first and move forward to increasingly negative ones. Focus, finally, on a positive resolution that is beneficial to you, but also reasonable. When outlining your resolution, be specific, but you may want to offer a couple of options for your reader. ● · Close on a Positive Note Don't refer to, repeat, or apologize for the bad news and refrain from expressing any doubt that your reasons will be accepted. Encourage additional communication only if you're willing to discuss your decision further. Don't anticipate problems. ● Avoid clichés that are insincere in view of the bad news or complaint. Close with a positive but honest-outlook on the future. A positive close builds goodwill, offers a suggestion for action, and provides a hopeful look toward the future. ● ● Pointers for Organizing Apologies Open with a Sincere Apology for the Situation Apologize in a brief and sincere way, but don't use flowery language that goes beyond your true feelings or the scope of the situation. . ● ● Focus on a Positive Resolution Focus on how you or your organization will resolve the situation and/or make things right. Offer a reasonable incentive to make reparations to the wronged party and/or to secure future business or loyalty. ● · Flowery insincerity will undermine the effectiveness of your message. Offer a brief explanation for the situation if warranted, but be as brief as possible with only as much detail as is necessary. Close on a Positive Note Conclude with a personal statement that assures the reader of your continued interest in seeing that the problem is resolved. Avoid making a guarantee against any future problems. End with a statement that is positive, appreciative, and hopeful towards the future. ● ●
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Related Book For
Cost management a strategic approach
ISBN: 978-0073526942
5th edition
Authors: Edward J. Blocher, David E. Stout, Gary Cokins
Posted Date:
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