Overview

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).

Format

Follow the business memo guidelines outlined in this weeks lesson. You can use a pre-formatted Word template if you choose, but you must clearly identify the sender, recipient(s), ccd recipient(s), subject and date. Do NOT exceed 250 words for the memo; this includes all words on the page.

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Instructions
Instructions 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.