The writer of the following letter is too angry to compose a logical and rationa
ID: 359324 • Letter: T
Question
The writer of the following letter is too angry to compose a logical and rational claim. Her message is more suited to venting than to achieving the goal of receiving a refund.
Your Task.
You are the recipient of this letter. It is your job to make this situation right. You are dealing with a very upset customer that has a number of grievances. Even though the customer's tone and language is irrational, you need to address all of this customer's concerns and offer an appropriate and realistic solution, to try and save this account.
Things to address/keep in mind:
Make sure the document has all of the components of a proper email (greeting, intro, body with several well organized points, closing, sign off)
Address the customer in a tone that show empathy/understanding for their experience, but maintain a professional tone. Do not slip into the customer's casual tone, or acknowledge the customer's name-calling.
This email should be concise but not too short. This customer put a lot of time and effort into their lengthy letter. They may feel slighted if your response is too brief.
Offer the customer realistic, appropriate rsolutions for the situation and address their specific greviences.
Current date
Mr. Joseph A. Morgan
Regional General Manager
ProCar Rentals
4510 Cyprus Street
Denver, CO 80246
Dear Regional General Manager Joseph Morgen:
I have a horror story of gargantuan proportions to relate to you so that you know how incompetent the amateurish bozos are that work
for you! You should fire the whole Colorado Springs Airport branch. I’m tired of lousy service and of being charged an arm and a leg for
extras that end up not functioning properly. Calling your company is useless because no one answers the phone or returns calls!
In view of the fact that my colleague and I were forced to wait for an hour for a car at Colorado Springs Airport on August 15, your
local branch people gave us a free navigation device. That would have been really nice in the event that the thing had actually
worked, which it didn’t. We advised the counter person that the GPS was broken, but it took another half hour to receive a new one
and to finally start our business trip.
Imagine our surprise when the “free” GPS showed up on our bill apparently costing a whopping $180, plus tax! What came next
would qualify as some dark Kafkaesque nightmare. I spent hours over the next three weeks talking to various employees of your
questionable organization who swore that only “the manager” could help me, but this mysterious person was never available
to talk. At this point in time, I called your Denver Airport location again and refused to get off the phone until I spoke to “the
manager,” and, lo and behold, he promised to credit the cost of the GPS to our corporate account. Was my nightmare over? No!
When we checked the status of the refund on our credit card statement, we noticed that he had forgotten to refund about $60 in
taxes and surcharges that had also been assessed. So much for a full refund!
Inasmuch as my company is a new customer and inasmuch as we had hoped to use your agency for our future car rentals because of
your competitive rates, I trust that you will give this matter your prompt attention.
Your very upset customer,
Explanation / Answer
A letter requesting to resolve the matter should not be too loud and agressive. When a letter to seek solution is drafted, the tone of the content should be pleasing and calm. if it any point the reciever of the message found the mail demanding, its unlikely that the sender request would be fulfilled or in extreme cases, the reciever would ignore the email.
five weaknress that were found in the email are as under .
1. subject is absent
2. TOne of the language written is not courteous.
3. opening is not direct.
4.closing is not with appreciation.
5.author identification is absent.
THE MESSAGE CAN BE WRITTEN IN THE FOLLOWING WAY:
current date
MR. Joseph A.Morgan
Regional general manager
procar rentals
4510 cyprus street
Denver,CO 80246
subject; Refund of charges of free Navigation device
Dear Joseph Morgan,
I am writting this letter in regard to less refund of charges of free navigation device from your company.i recieved it at colarado springs Airport on august 15 from your local branch people.they told that the navigation device would be free but to our surprise,there were two surprise,there were two issue regarding this;
-The navigation device did notwork properly.
-the device has been charged in bill for $180 plus tax.
when i raised the matter before your employess.i did not get proper response untill i talked to the manager.i am sorry to say but i felt diss appointment at the behaviuour of other employees. your manager assured me to refund the charges . however,when we checked the status of the refund on our credit card statement,we noticed that the manager did not $60 in taxes and surcharges that had also been assessed.
so i request you to please take attention and resolve it as soon as possible.
Sincerely yours
Faraz akram
#shaheen bagh
NEW DELHI
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