Direct Response Email to a Client - Writing and Grammar for Business

Instructions:

You are going to write a direct response email to a client. Read the situation below carefully, and respond to the clients concerns in a professional email. Its a reminder of how customer service responses to complaints should be structured and worded. Your message should directly address the customers concerns and questions in a positive and diplomatic manner, and should try to offer a solution and regain the customers trust.

Email needs to be clear and concise language, as well as error-free writing. Language should be positive, respectful, and helpful language. The email body should follow the rules for writing professional emails and pay attention to your grammar.

Situation and details:

Your company, Art International, sells paintings through its website and catalogues. It specializes in workplace art intended for offices, executive suites, conference rooms, and common areas. To make shopping for office art easy, your art consultants preselect art, making sure that the finished product is framed and delivered in perfect condition. You are proud that Art International can offer fine works of art at incredibly low prices.

Recently, you received an email from a client, Gilmour Property Management, claiming that a large oil painting that your company sent had arrived in damaged condition. The email said: This painting sags and doesnt fit the frame properly, so we cant possibly hang it in our executive offices. You were surprised at this message because the customer had signed for delivery and not mentioned any damage. The email went on to demand a replacement.

You find it difficult to believe that the painting is damaged because you are so careful about shipping. You give explicit instructions to shippers that large paintings must be shipped standing up, not lying down. You also make sure that every painting is wrapped in two layers of convoluted foam and one layer of Perf-Pack foam, which should be sufficient to withstand bumps and scrapes that negligent shipping may cause. Nevertheless, you decide to immediately review your packing requirements with your shippers to ensure they are following your instructions carefully.

Its against your company policy to give refunds or replace paintings that the receiver found acceptable when it was delivered. However, you could offer Gilmour Property Management the opportunity to take the painting to a local framing shop for restretching and reframing at your expense. The company could send the bill to Art International at 216 Bloor Street, Toronto, ON, M5P 1K1.