Need help with - Please write a Crisis Response Letter To Investors

CRISIS RESPONSE LETTER TO INVESTORS AND PRESENTATION TO CUSTOMERS

You start your workday by checking social media and are unhappy to find a bit of a crisis. During the process to upgrade SeeMojis software, a technical glitch caused some of our emojis to come up as random keyboard symbols. Instead of cute faces with funny expressions, customers were seeing "=-+" and "&!$." They are not being quiet about it. The tweets are brutal:

@SeeMojis creativity has hit an all-time low! What does &!$ mean?

@SeeMoji I thought SeeMoji was supposed to be a tech company. #nogoodproductsleft!

@SeeMoji Your tech people are incompetent. Get it together! #missingthetranslation

You have an email from Patricia Baker, Ms. Boss's Administrative Assistant. She says:

"Im sure you saw the social media storm this morning. I need you to do some damage control. Ms. Boss has informed me we are taking two corrective actions immediately:

• We will restore our library of emojis in the next 24 hours.
• We will offer customers a discount code for 50% off next months subscription.

Please prepare a video for customers and post it on Twitter. Thats where customers are complaining, so thats where they should hear from us. Apologize and let them know about our corrective actions.

Ms. Boss also needs you to write a letter to investors to let them know about this bad news and how we are addressing our crisis. Do not apologize, but reassure them that SeeMoji still expects to increase its revenue. Tell them customers really do love our new products and the expansion of platforms for our emojis. Were counting on you to help us build some goodwill!"

You next receive an email from your mentor:

Tough assignment! Welcome to the messy job of...well...cleaning up messes. When addressing customers, apologize and let them know you understand and respect how they feel. Take responsibility for the problem. If you don't, they won't believe a word you say. Then, offer them the discount as part of our apology. Be humble about what's happened and upbeat about the future. Convince them the company will take action to prevent this glitch from happening again. Finally, thank the customers. Everyone likes to feel appreciated.

Customers do love the animated emojis and the new platforms. In the letter, let the investors knowtheyll be looking for something good in all of this. Theyll also appreciate knowing through a formal communication specifically how the problem is being promptly addressed.

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