The writer of the following letter is too angry to compose a logical and rationa
ID: 362114 • 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
9th November, 2017
Mr. ABC
GM, XYZ Company
Denver
Dear Sir:
We are glad to have received your message. We value all or customers and hence feel elated to be of any service to you.
We have received your letter where you have expressed your grievances regarding our service or lack thereof at the Colorado Springs Airport. Through your letter we were able to understand the level of agony you faced due to the long waiting time for your rental car at the airport. We are extremely apologetic for your time wasted due to our delay in service and we intend to put in required processes in place to ensure you and any other or our customers do not face such delays in the future.
In your letter you have highlighted that our customer care executives were unable to help you or were not accessible for taking a note of your concerns at that time, and we assure you that our team is already looking into the matter to make sure you can reach us easily at any time.
Our team offered you the free navigation device as a good will gesture to make up for the delay our service has caused to your schedule. We are sorry that the device wasn’t properly working and had to be changed by you. We want to assure you, charging you for the free GPS was a mistake and we intend to rectify is as soon as possible. It is in our knowledge that the Denver Airport Team has promised a refund for the same and has processed it but only the device cost has been refunded. We will refund the tax and surcharges of the device billed to you at the earliest.
We have been serving our customers to the best of our abilities for a long time now, and as a company we value each and every customer. We are looking forward to change your perception of our services with our future service dealings.
Regards
Joseph A. Morgan
Regional General Manager
ProCar Rentals
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