Overview

For this assignment, you are required to compose a letter of request based on a given scenario.

The Scenario

You are now the manager of Client Services for the internet service provider. You have read the memo from one of your supervisors about a customer (David Spinoza) complaint and you have read your staffs recommended actions. Your companys Finance department is located at the Head Office in a different city. All changes related to customer billing rates must be formally requested and justified by a manager. Refer to the first two assignments for full details of the customers complaint and your companys actions to date.

Your supervisor (Sheila Oake) has recommended that the company provide a 20 percent discount on Mr. Spinozas next monthly bill and you support her position. However, your companys Billing department does not usually provide discounts, as a matter of policy; however, they will make exceptions if they can be persuaded that providing a discount will increase future revenue and/or prevent a loss of business.

Your Task

Compose a letter of request to your Billing department to advise them of the complaint, the steps already taken, and your request that the client receive a 20 percent discount on his next monthly bill. Be sure to do the following:

- Explain why you are requesting the discount and for whom.

- Apprise the department of the situation with an appropriate level of detail.

- State your justification for the discount using the facts of the situation.

Format

Follow the letter of request guidelines outlined in this weeks lesson. You can use a pre-formatted Word template if you choose, but you must clearly identify: your company's name and address, the date, the recipient and their address, and an opening salutation. Do NOT exceed 300 words for the letter; this includes all words on the page.

Overview from ASSIGNMENT 1

For this assignment, you are required to compose three email messages based on a given scenario.

The Scenario

You are a customer service representative for an internet service provider. A customer, David Spinoza, has phoned in five times over the last six months complaining about the quality of his internet service. He complains of slow speed, frequent (daily) intermittent outages (no service) during which he has no internet access. A technician has gone out once to change the modem, but that has not solved the problem. In his most recent phone call, Mr. Spinoza stated that the problem is still occurring. He requested the following actions from your company:

• A discount on the monthly bill to account for the loss of service
• A technician to properly diagnose and repair the problem
• Written confirmation that acknowledges the problem
• Written confirmation that a discount will be provided
• Written confirmation of the date and time of the technician's visit

The customer has also advised you that if the problem is not fixed within the week, he will switch all of his services (internet, phone, TV) to another provider. While the client has expressed his frustration, he has been firm but polite in all conversations.

Your Task

In a single document, compose three short emails to:

1. Your supervisor (Sheila Oake) informing her of the complaint, the steps already taken, and the clients requests
2. The client (David Spinoza) informing him of the steps you have taken so far and that you have elevated this to your supervisor
3. A technical services co-worker (Hamid Al-Shazi) informing him of the clients problem, the steps already taken, that your supervisor has been brought into the discussion, and that a senior technician will need to be sent out to diagnose and resolve the problem

Overview from ASSIGNMENT 2

For this assignment, you are required to compose a memo based on a given scenario.

The Scenario

You are a client services supervisor for an internet service provider. You have received an email from one of your customer service representatives outlining a customers dissatisfaction with his service. You agree that the customer (David Spinoza) should receive a discount on his next bill due to the quality-of-service issue. However, you need to advise your manager (Ted Kwan) about the situation so that he can authorize the discount. Refer to Assignment 1 for full details of the customers complaint and your companys actions to date.

Your Task

In a document, compose a memo to your manager (Ted Kwan) to advise him of the complaint, the steps already taken, and your recommendation that the client receive a 20 percent discount on his next monthly bill. Be sure to do the following:

• Apprise him of the situation with an appropriate level of detail.
• State your justification for the discount.
• Outline what action(s) you would like your manager to take.
• Make sure that all relevant stakeholders are copied on this memo (hint: memos are internal communication devices).