Final Exam: Persuasive Training Proposal for Telecommuters | Môn Business Communication - Trường Đại học Quốc tế, Đại học Quốc gia Thành phố Hồ Chí Minh

lOMoAR cPSD| 59078336 8.14 Persuasive Organizational Message Flowing Upward: Training Telecommuters
Jared Johnson arose from bed in his New Hampshire home and looked outside to see a
heavy snowstorm creating a fairyland of white. However, he felt none of the giddiness
that usually accompanies a potential snow day. Such days were a gift from heaven when
schools closed, businesses shut down, and the world ground to a halt. As an on-and-off
telecommuter for many years, he knew that snow days were a thing of the past. These
days, work for Jared Johnson and 20 percent of other workers around the globe is no
farther than their home offices.
More and more employees are becoming telecommuters, the well-publicized ban of
telecommuting at Yahoo notwithstanding. They want to work at home, where they feel
they can be more productive and avoid the hassle of driving to work. Some need to
telecommute only temporarily while they take care of family obligations, births, illnesses,
or personal problems. Others are highly skilled individuals who can do their work at home
as easily as in the office. Businesses definitely see advantages to telecommuting. They
don’t have to supply office space for workers. What’s more, as businesses continue to
flatten management structures, bosses no longer have time to micromanage employees.
Increasingly, they are leaving workers to their own devices.
However, the results have not been totally satisfactory. For one thing, in-house workers
resent those who work at home. More important are problems of structure and feedback.
Telecommuters don’t always have the best work habits, and lack of communication is a
major issue. Unless the telecommuter is expert at coordinating projects and leaving
instructions, productivity can fizzle. Appreciating the freedom but recognizing that they
need guidance, employees are saying, “Push me, but don’t leave me out there all alone!”
As the human resources manager at your company, you already have 83 employees who
are either full- or part-time telecommuters. With increasing numbers asking to work in
remote locations, you decide that workers and their managers must receive training on
how to do it effectively. You are considering hiring a consultant to train your prospective
telecommuters and their managers. Another possibility is developing an in-house training program.
Your Task. As human resources manager, you must convince Chris Crittenden, vice
president, that your company needs a trainng program for all workers who are currently
telecommuting or who plan to do so. Their managers should also receive training. You
decide to ask your staff of four to help you gather information. Using the Web, you and
your team read several articles on what such training should include. Now you must
decide what action you want the vice president to take. Meet with you to discuss a training
program? Commit to a budget item for future training? Hire a consultant or agency to lOMoAR cPSD| 59078336
come in and conduct training programs? Individually or as a team, write a convincing e-
mail that describes the problem, suggests what the training should include, and asks for
action by a specific date. Add any reasonable details necessary to build your case. Answer: Date: July 2nd, 2024
To: Chris Crittenden, Vice President
From: Mai Phuong Anh, Human Resources Manager
Subject: Urgent: Urgent Need for Telecommuting Training Program for Employees and Managers Dear Mr. Chris,
As you know, the number of our employees who telecommute either full-time or parttime
has risen significantly, reaching 83 currently. This trend is expected to continue, and we
need to be proactive in ensuring a successful transition for both employees and managers.
While telecommuting offers numerous benefits for both the company and employees,
recent research and internal discussions reveal some potential drawbacks that can be
addressed through proper training. Here are some key concerns: •
Productivity and Structure: Telecommuters may struggle with self-management
and require training on effective time management, task prioritization, and goal
setting in a remote work environment. •
Communication and Collaboration: Lack of clear communication and collaboration
tools can hinder project progress. Training can equip both telecommuters and
managers with effective communication strategies and the use of suitable collaboration software. •
Managerial Oversight and Feedback: With a dispersed workforce, managers need
guidance on how to effectively provide guidance, feedback, and performance evaluations remotely. •
Employee Resentment: In-house employees may feel resentment towards
telecommuters if they perceive an unfair workload distribution or lack of
accountability. Training can emphasize the advantages of a remote workforce and
foster team spirit regardless of location.
To address these concerns, we propose a comprehensive telecommuting training program
for both employees and managers. After researching best practices, we believe the
program should cover the following: lOMoAR cPSD| 59078336 •
Time Management and Self-Discipline Techniques: Equipping telecommuters with
tools and strategies to stay focused and organized while working remotely. •
Effective Communication Skills: Training on clear and concise written and verbal
communication methods suitable for a virtual environment. •
Collaboration Tools and Techniques: Familiarizing participants with online
collaboration platforms and effective methods for virtual teamwork. •
Performance Management in a Remote Setting: Guiding managers on providing
remote feedback, conducting performance evaluations, and maintaining employee engagement. •
Building Trust and Team Cohesion: Strategies to foster a sense of belonging and
connection within a geographically dispersed workforce.
To ensure a smooth transition for new and existing telecommuters, we request a meeting
with you by [date] to discuss the implementation of a training program. We are prepared
to present a detailed outline and budget proposals for either an in-house training program
or hiring an external consultant specializing in telecommuting best practices.
By investing in a comprehensive training program, we can maximize the benefits of
telecommuting for both employees and the company. We believe this proactive approach
will lead to increased productivity, stronger collaboration, and a more satisfied and engaged workforce.
Thank you for your time and consideration. Sincerely, [Your Name] HR Manager
8.15 Persuasive Organizational Message Flowing Upward: Hey, Boss, I Have an Idea
In your own work or organization experience, identify a problem for which you have a
solution. Should a procedure be altered to improve performance? Would a new or
different piece of equipment or software help you perform your work better? Could some
tasks be scheduled more efficiently? Are employees being used most effectively? Could
customers be better served by changing something? Do you want to work other hours or
perform other tasks? Do you deserve a promotion? Do you have a suggestion to improve profitability? lOMoAR cPSD| 59078336
Your Task. Once you have identified a situation requiring persuasion, write a memo or an
e-mail to your boss or organization head. Use actual names and facts. Employ the
concepts and techniques in this chapter to help you convince your boss that your idea
should prevail. Include concrete examples, anticipate objections, emphasize reader
benefits, and end with a specific action to be taken. Answer: Date: July 2nd, 2024
To: Chris Crittenden, Vice President
From: Mai Phuong Anh, Human Resources Manager
Subject: Proposal for Streamlining Customer Onboarding Process Dear Mr. Chris,
I am writing to propose some changes to our current customer onboarding process. As
you know, our team has been experiencing a significant increase in new customers, which
is fantastic news! However, the current onboarding process can be lengthy and
cumbersome, potentially leading to customer frustration and delays.
For instance, the current process requires new customers to fill out a lengthy paper form
with repetitive information already collected during the sales cycle. Additionally, there are
several handoffs between departments, which can create confusion and delays in account activation.
To address these issues and improve the customer experience, I propose implementing the following changes:
First, I suggest our company develop a digital onboarding form that integrates with our
CRM system, eliminating the need for duplicate data entry. This form can be prepopulated
with existing customer information, reducing completion time.
Second, our company should automate some of the manual tasks currently performed
during onboarding, such as account creation and permission assignments. This will free
up valuable time for our team to focus on providing personalized support to new customers.
Third, I suggest that the company consider assigning a dedicated onboarding specialist to
each new customer can ensure a smooth transition and provide a single point of contact
for any questions or concerns.
I understand that implementing these changes may require some upfront investment in
software development and training. However, I believe the long-term benefits outweigh lOMoAR cPSD| 59078336
the initial costs. I have attached a detailed proposal outlining the specific changes and
their associated costs. I would be happy to discuss this further with you at your earliest convenience. Best Regards, Nhi Huynh Human Resources Assista Best Regards, Nhi Huynh Human Resources Assista Best Regards, Nhi Huynh Human Resources Assista Best Regards, Nhi Huynh lOMoAR cPSD| 59078336 Human Resources Assista Best Regards, [Your name] Human Resources Manager
8.16 Persuasive Organizational Message Flowing Downward: Saving Cash on Shipping
As office manager of a Seattle software company, write a memo persuading your
technicians, engineers, programmers, and other employees to reduce the number of
overnight or second-day mail shipments. Your FedEx and other shipping bills have been
sky high, and you feel that staff members are overusing these services.
You think employees should send messages by e-mail. Sending a zipped file or PDF file as
an e-mail attachment costs nothing. Compare this with $20 or $30 for FedEx service!
Whenever possible, staff members should obtain the FedEx account number of the
recipient and use it for charging the shipment. If staff members plan ahead and allow
enough time, they can use UPS or FedEx ground service, which takes three to five days
and is much cheaper. You wonder whether staff members consider whether the recipient
is really going to use the message as soon as it arrives. Does it justify an overnight
shipment? You would like to reduce overnight delivery services voluntarily by 50 percent
over the next two months. Unless a sizable reduction occurs, the CEO threatens severe restrictions in the future.
Your Task. Address your memo to all staff members. What other ways could employees reduce shipping costs? SEATTLE SOFTWARE COMPANY MEMORANDUM Date: July 2nd, 2024 To: All the Staff of Seattle
From: Mai Phuong Anh, Office Manager
Subject: Remind the Signigicant Rise of Shipping Costs lOMoAR cPSD| 59078336
To streamline our shipping practices due to the recent concerned increase in our FedEx
and other shipping, I want to inform you that from now on shipping costs, particularly for
overnight and second-day deliveries need to be reduced.
While expedited services can be a valuable tool, I am proposing more cost-effective
solutions that we all can contribute. The three solutions are:
• First, sending a zipped file or PDF via email attachment is practically free compared
to the $20-$30 price tag of an overnight service. Let's make email our preferred
method for non-urgent communication.
• Second, whenever physical delivery is truly necessary, try to obtain the recipient's
FedEx account number to avoid additional charges on our end.
• Third, by proactively managing project timelines, we can often utilize UPS or FedEx
ground services. While they take 3-5 days, the cost savings are substantial.
By working together and adopting these simple practices, we can collectively achieve a
50% reduction in overnight deliveries over the next two months. This will not only save
the company money but also contribute to a more environmentally friendly operation.
We need your support to resolve this issue.
If you have any questions or suggestions for further cost-saving measures, please don't hesitate to reach out. place. Besides, some managers complain that members are
using this app too much at the workplace. lOMoAR cPSD| 59078336 Hence, we had to make the
difficult decision but needed.
Thank you for your cooperation.
Request Refusal: Advocating for Abused Children (Objs. 1–4)
As a vice president of a financial services company, you serve many clients, and they
sometimes ask your company to contribute to their favorite charities. You recently
received a letter from Paulina Ramirez asking for a substantial contribution to the National
Court Appointed Special Advocates (CASA) Association. On visits to your office, she has
told you about its programs to recruit, train, and support volunteers in their work with
abused children. She herself is active in your town as a CASA volunteer, helping neglected
children find safe, permanent homes. She told you that children with CASA volunteers are
more likely to be adopted and are less likely to reenter the child welfare system.
You have a soft spot in your heart for children and especially for those who are mistreated.
You sincerely want to support CASA and its good work. However, times are tough, and you
can’t be as generous as you have been in the past. Ms. Ramirez wrote a special letter to
you asking you to become a Key contributor, with a pledge of $1,000.
Your Task. Write a refusal letter that maintains good relations with your client. Address it
to Ms. Paulina Ramirez, 4382 Congress Avenue, Austin, TX 78701. Answer: Date: 1st July, 2024 To: Paulina Ramirez
From: Mai Phuong Anh, vice president of financial services company lOMoAR cPSD| 59078336
Subject: Respondting to Ms. Ramirez’s Request for Support - National CASA Association Dear Ms. Ramirez,
Thank you for your recent letter regarding the National Court Appointed Special Advocates
(CASA) Association. I was deeply moved to learn more about their critical programs that
recruit, train, and support volunteers who advocate for abused children in need.
Personally, I have always been impressed by your dedication to CASA and the children you
serve in our community. You have spoken passionately about your volunteer work and the
positive impact CASA volunteers have on the lives of these vulnerable children. The
statistics regarding increased adoption rates and decreased re-entry into the foster care system are truly compelling.
Your request to become a Key Contributor with a pledge of $1,000 demonstrates your
unwavering commitment to CASA's mission. I wholeheartedly commend your efforts.
While I share your passion for helping neglected children find safe and permanent homes,
I must regretfully inform you that due to recent budgetary constraints at our company,
our charitable giving program will be operating with a reduced budget this year. This
means we are unable to reach the same level of financial support we have in the past.
However, I want to assure you that CASA remains an important cause to me personally. I
would be happy to consider a smaller contribution and will reach out shortly with a
specific amount. In the meantime, I would be delighted to explore alternative ways,
outside of direct financial support, that our company might partner with CASA, potentially
through volunteer opportunities for our employees.
Thank you again for bringing this worthy cause to my attention. Your dedication to CASA
inspires me, and I remain a steadfast supporter of your work. Sincerely, [Your Name] Vice President [Your Company Name]
7.5 Request Refusal: Pink Dragons Sink Application (Objs. 1–4)
Adobe Systems Incorporated prides itself on its commitment to employees who receive
generous benefits and enjoy a supportive corporate culture. This core value may have
contributed to the company’s ranking among the top 50 of Fortune magazine’s 100 Best
Companies to Work For. The software giant is also known for its community involvement lOMoAR cPSD| 59078336
and corporate social responsibility efforts. This is why, like most large companies, Adobe
receives many requests for sponsorships of charity events and community projects. True
to its innovative spirit, the software company has streamlined the application process by
providing an online sponsorship request form at its website. You work in Corporate
Affairs/Community Relations at Adobe and periodically help decide which nonprofits will
obtain support. Just yesterday you received an e-mail from the Pink Dragons of San Diego,
a dragon boat racing team of breast cancer survivors.
The ancient Chinese sport has spread around the globe with competitions held not only
in Asia but also in many Western countries. Dragon boat racing has gained popularity in
North America among breast cancer patients who bond with fellow survivors, engage in
healthy competition, and exercise regularly on the water. Synchronicity and technique are
more important than brute strength, which is the main reason even recreational paddlers
enjoy this fast-growing water sport.
The newly formed survivor team would like Adobe to sponsor a dragon boat festival in San
Diego in less than a month, an event potentially drawing at least 20 survivor teams that
would compete against each other. Your company is already funding several cancer
charities and has a policy of sponsoring many causes. Naturally, no corporate giving
program has infinite funds, nor can it green-light every request. Adobe steers clear of
religious, political, and “pornographic” events. The team judging the sponsorship entries
wants to ensure that each proposal reaches audiences affiliated with Adobe. Most
importantly, applicants must submit their requests at least six weeks before the event.
Your Task. As a junior staff member in Corporate Affairs/Community Relations, write an e-
mail to Pink Dragon captain Josephine Rosa (jrosa@pinkdragons.org) refusing her initial
request and explaining the Adobe sponsorship philosophy and submission rules. Answer: Date:
To: Josephine Rosa (jrosa@pinkdragons.org)
From: Mai Phuong Anh, Corporate Affairs/Community Relations|
Subject: Responding to Sponsorship Request of Pink Dragons Dragon Boat Team Dear Ms. Rosa,
Thank you for contacting Adobe Systems Incorporated about sponsoring the upcoming
dragon boat festival in San Diego. We appreciate you considering Adobe as a potential partner for this event. lOMoAR cPSD| 59078336
At Adobe, we are committed to supporting a variety of causes that align with our company
values and reach our employee and customer base. We are particularly dedicated to
health and wellness initiatives, and we admire the Pink Dragons' mission of empowering
breast cancer survivors through dragon boat racing.
Unfortunately, due to the short notice (less than a month until the event) and established
application procedures, we won't be able to consider sponsoring the upcoming festival.
However, we encourage you to re-submit your request for future events through our
online sponsorship form at [link to Adobe Sponsorship Form].
This online form helps us streamline the application process and ensures each proposal is
reviewed thoroughly. Through the form, you can provide us with detailed information
about the event, its audience demographics, and how your team aligns with Adobe's
values. It is also important to note that applications for sponsorships should be submitted
at least six weeks before the event date.
We understand this may not be the news you were hoping for, but we sincerely hope you
will consider re-applying for future events. In the meantime, we wish the Pink Dragons
the very best of luck at the upcoming festival. Sincerely, [Your Name]
Corporate Affairs/Community Relations Adobe Systems Incorporated
7.6 Request Refusal: No Favors for Jamba Juice (Objs. 1–4)
In an aggressive expansion effort, Jamba Juice became a good customer of your software
company. You have enjoyed the business it brought, and you are also quite fond of its
products—especially Banana Berry and Mega Mango smoothies. Jamba Inc. is in the midst
of expanding its menu with the goal of becoming the Starbucks of the smoothie. “Just as
Starbucks defined the category of coffee, Jamba has the opportunity to define the
category of the healthy snack,” said market analyst Brian Moore. One goal of Jamba is to
boost the frequency of customer visits by offering some products that are more filling.
Then it could attract hungry customers as well as thirsty ones. It has been experimenting
with adding grains such as oatmeal and nuts such as almonds so that a smoothie packs
more substance and could substitute for a meal.
You received a letter from Joe Wong, your business friend and contact at Jamba Juice. He
asks you to do him and Jamba Juice a favor. He wants to set up a juice-tasting bar in your
company cafeteria to test his new experimental drinks. All the drinks would be free, of lOMoAR cPSD| 59078336
course, but employees would have to fill out forms to evaluate each recipe. The details could be worked out later.
You definitely support healthy snacks, but you think this idea is terrible. First of all, your
company doesn’t even have a cafeteria. It has a small lunchroom, and employees bring
their own food. Second, you would be embarrassed to ask your boss to do this favor for
Jamba Juice, despite the business it has brought your company.
Your Task. Write a letter that retains good customer relations with Jamba Juice but refuses
this request. What reasons can you give, and what alternatives are available? Address your message to Joe Wong,
Vice President, Product Development, Jamba Inc., 450 Golden Gate Avenue, San Francisco, CA 94102 Answer:
Subject: Responding to Jamba Juice New Product Testing at [Your Company Name] Dear Joe,
Thanks for reaching out about the exciting new smoothie creations Jamba Juice is
developing! I must admit, the idea of being a taste tester for some innovative, healthy
snacks definitely gets my taste buds watering, especially knowing Banana Berry and Mega
Mango are just the tip of the Jamba iceberg.
Here at [Your Company Name], we're big fans of Jamba Juice and its commitment to
delicious, healthy options. We fully support your vision of expanding the smoothie
category and attracting a wider customer base with more filling offerings.
However, after careful consideration, I regret to inform you that setting up a juice-tasting
bar in our company cafeteria wouldn't be feasible at this time. Unlike many larger
corporations, we don't have a traditional cafeteria. Our lunchroom is quite compact, and
employees typically bring in their own meals. Logistically, accommodating a tasting event would be challenging.
That being said, I'm still very interested in learning more about your new product line.
Perhaps we could explore some alternative options: •
First, would Jamba Juice be open to hosting a focus group at your facilities? We
could gather a group of employees who are regular Jamba Juice customers and get
their valuable feedback on the new drinks. •
Second, Jamba Juice could offer a special discount to our employees, encouraging
them to visit your stores and try the new menu items firsthand. lOMoAR cPSD| 59078336 •
Third, We could partner on a social media campaign to promote Jamba Juice's new
menu launch. Our employees are a great audience for healthy snack options, and
we could leverage our internal channels to spread the word.
I'm confident we can find a creative way to support Jamba Juice's exciting new direction
while working within the framework of our company's setup. Please let me know if any of
these options sound appealing, or if you have other ideas in mind. I'm always happy to brainstorm further.
Thanks again for reaching out, Joe. I look forward to hearing from you soon. Best regards, [Your Name] [Your Title] [Your Company Name]
7.9 Claim Denial: Lost in Flight (Objs. 1–4)
National Airlines had an unhappy customer. Genna Frymoyer-Morris flew from
Washington, DC, to Los Angeles. The flight stopped briefly at Denver International Airport,
where she got off the plane for half an hour. When she returned to her seat, her $500
prescription reading glasses were gone. She asked the flight attendant where the glasses
were, and the attendant said they probably were thrown away since the cleaning crew
had come in with big bags and tossed everything in them. Ms. Frymoyer-Morris tried to
locate the glasses through the airline’s lost-and-found service, but she failed.
Then she wrote a strong letter to the airline demanding reimbursement for the loss. She
felt that it was obvious that she was returning to her seat. The airline, however, knows
that an overwhelming number of passengers arriving at hubs switch planes for their connecting flights.
The airline does not know who is returning. What’s more, flight attendants usually
announce that the plane is continuing to another city and that passengers who are
returning should take their belongings. Cabin cleaning crews speed through planes
removing newspapers, magazines, leftover foods, and trash. Airlines feel no responsibility
for personal items left in cabins.
Your Task. As a staff member of the customer relations department of National Airlines,
deny the customer’s claim but retain her goodwill using techniques learned in this chapter.
The airline never refunds cash, but it might consider travel vouchers for the value of the glasses. lOMoAR cPSD| 59078336
Remember that apologies cost nothing. Write a claim denial to Ms. Genna Frymoyer-
Morris, 1805 Panorama Drive, Bakersfield, CA 93305 Answer:
Subject: Responding to Lost Item Claim - Flight [Flight Number], Washington D.C. to Los
Angeles (Booking Reference: [Booking Reference Number]) Dear Ms. Frymoyer-Morris,
Thank you for contacting National Airlines regarding the loss of your prescription reading
glasses on your recent flight from Washington D.C. to Los Angeles (Flight Number: [Flight
Number]). We sincerely apologize for the inconvenience and frustration this has caused you.
We understand the importance of your reading glasses, and we appreciate you bringing
this matter to our attention. National Airlines takes lost item reports seriously, and we
have thoroughly investigated your claim.
Unfortunately, upon reviewing the details of your flight and the procedures followed by
our cleaning crew, it is unlikely we will be able to locate your glasses. As you may be aware,
during brief layovers, flight attendants make announcements reminding passengers who
are staying on the aircraft to secure their belongings. Unfortunately, with the high volume
of passengers disembarking at hub airports, it can be difficult to distinguish those who are
returning to the same aircraft.
While National Airlines does not offer monetary compensation for lost personal items,
we would like to express our sincere apology for the inconvenience and offer you a
gesture of goodwill. We would be happy to provide you with a travel voucher valued at
$[Amount equivalent to the glasses], which can be used towards a future flight with
National Airlines. This voucher is valid for one year from the date of issuance and can be
applied towards any flight on our network.
We understand this may not fully replace your lost glasses; however, we hope this voucher
will encourage you to continue traveling with National Airlines in the future.
To claim your travel voucher, please reply to this email with your preferred mailing address.
Once again, we sincerely apologize for the loss of your glasses. We appreciate your
understanding and continued patronage of National Airlines. Sincerely, lOMoAR cPSD| 59078336 Customer Relations Department National Airlines
7.9 Claim Denial: Going Ape After Botched Gorilla Party (Objs. 1–4)
BuyCostumes, the world’s largest online costume and accessories retailer, is proud of its
extensive stock of costumes, its liberal return policy, and its many satisfied customers.
However, one day an e-mail arrived with a request that went beyond the company’s ability
to deliver. The customer said that he had ordered the Gorilla Blinky Eye With Chest
costume. This popular gorilla costume comes with a unique gorilla mask, attractive suit
with rubber chest, foot covers, and hands. The customer complained that the gorilla
costume did not arrive until two days after his Halloween party. He planned an elaborate
party with a gorilla theme, and he was extremely unhappy that he did not have his
costume. He asks BuyCostumes to reimburse $300 that he spent on theme-related
decorations, which he says were useless when he failed to receive his costume.
As a customer service representative, you checked his order and found that it was not
received until five days before Halloween, the busiest time of the year for your company.
It’s so busy that your staff grows from 60 core employees to over 300 during this season.
His order was filled the next day, but standard shipping requires three to six business days
for delivery. The customer did not order express or premium delivery; his shipping option was marked “Standard.”
You showed the e-mail to the owner, Mr. Schwartz, who said that this request was
ludicrous. However, he wanted to retain the customer’s goodwill. Obviously, BuyCostumes
was not going to shell out $300 for late delivery of a costume. Mr. Schwartz suggested
that the company would allow the customer to return the costume (in its original
packaging). In addition, BuyCostumes would send
a digital coupon for $20 off the next costume purchase. You can check its return policy at buycostumes.com.
Your Task. Mr. Schwartz asks you to write an e-mail that retains the goodwill of this
customer. Address your e-mail to Paul Littleton plittleton@outlook.com Answer:
Subject: Responding to Your Recent BuyCostumes Order (Order # [Order Number]) Dear Mr. Littleton,
Thank you for contacting BuyCostumes.com and for expressing your disappointment
regarding your recent order for the Gorilla Blinky Eye With Chest costume (Order # [Order
Number]). We understand how frustrating it must have been to not receive your costume
in time for your Halloween party, especially after planning an elaborate gorilla theme. lOMoAR cPSD| 59078336
We sincerely apologize for the delay in your order's arrival. During the peak Halloween
season, we experience a significant increase in orders, and while we strive for fast and
efficient processing, unfortunately, your package did not reach you as quickly as we, and
you, would have liked. We take full responsibility for not meeting your delivery
expectations in this instance.
We appreciate you choosing BuyCostumes.com for your Halloween needs. We'd like to
show our apology by offering you a goodwill gesture. You are welcome to return the Gorilla
costume, completely free of charge, in its original packaging following our standard return
policy, which you can find at [link to BuyCostumes return policy].
Additionally, we'd like to offer you a digital coupon for $20 off your next costume purchase
at BuyCostumes.com. This coupon can be redeemed towards any item on our website,
including costumes, accessories, and decorations. You will receive the coupon code via a separate email shortly.
We hope this demonstrates our commitment to customer satisfaction, despite the
unfortunate delay in your recent order. We value your business and hope you'll give
BuyCostumes.com another chance in the future. Sincerely,
The BuyCostumes.com Customer Service Team
7.10 Claim Denial: Raising a Stink About a Charge for Smoking in the Room (Objs. 1–4)
Recently, the Metropol Grand Hotel embarked on a two-year plan to provide enhanced
value and improved product quality to its guests. It always strives to exceed guest
expectations. As part of this effort, Metropol Grand Hotel has been refurbishing many
rooms with updated finishes. The new carpet, paint, upholstery, and draperies, however,
absorb the heavy odor of cigarette smoke. To protect the hotel’s investment, Metropol
Grand Hotel enforces a strict nonsmoking policy for its nonsmoking rooms.
Metropol Grand Hotel makes sure that guests know about its policy regarding smoking in
nonsmoking rooms. It posts a notice in each nonsmoking room, and it gives guests a
handout from the manager detailing its policy and the consequences for smoking in
nonsmoking rooms. The handout clearly says, “Should a guest opt to disregard our
nonsmoking policy, we will process a fee of $150 to the guest’s account.” For those guests
who prefer to smoke, a smoking accommodation can be provided.
On May 10 Trevor H. Taylor was a guest in the hotel. He stayed in a room clearly marked
“Nonsmoking.” After he left, the room cleaners reported that the room smelled of smoke.
According to hotel policy, a charge of $150 was processed to Mr. Taylor’s credit card. Mr. lOMoAR cPSD| 59078336
Taylor has written to demand that the $150 charge be removed. He doesn’t deny that he
smoked in the room. He just believes that he should not have to pay.
Your Task. As hotel manager, deny Mr. Taylor’s claim. You would certainly like to see Mr.
Taylor return as a Metropol Grand Hotel guest, but you cannot budge on your smoking
policy. Address your response to Mr. Trevor H. Taylor, 580 Lottie Street, Bellingham, WA 98225. Answer:
Subject: Response to Your Inquiry Regarding Room Charge - Metropol Grand Hotel Dear Mr. Taylor,
Thank you for contacting Metropol Grand Hotel regarding the recent charge of $150 on
your credit card for your stay on May 10th. We appreciate you bringing this matter to our attention.
We understand your position regarding the charge. The Metropol Grand Hotel is
committed to providing a fresh, smoke-free environment for all our guests. As part of this
commitment, all our rooms are clearly marked as either smoking or non-smoking. Our
non-smoking rooms are designated for guests who specifically request a smoke-free environment.
We take pride in informing our guests of our non-smoking policy. A clear notice is posted
within each non-smoking room, and upon check-in, all guests receive a detailed policy
handout from the manager outlining the consequences of smoking in a nonsmoking room.
This handout explicitly states a $150 fee will be charged to the guest's account for violating this policy.
In your case, as you acknowledge, smoking did occur in the room you occupied, which was
designated as non-smoking. Unfortunately, this resulted in the unpleasant odor of smoke
lingering within the room, requiring additional cleaning to ensure the comfort of future guests.
While we value your patronage and hope to welcome you back in the future, we cannot
waive the charge in this instance. However, we would be happy to offer you a
complimentary non-smoking room upgrade on your next stay, subject to availability, to
ensure a more enjoyable experience.
Thank you for your understanding of our policy. Sincerely, lOMoAR cPSD| 59078336 [Your Name] Hotel Manager Metropol Grand Hotel
7.11 Customer Bad News: Putting the Brakes on Bakery Deliveries (Objs. 1–4) As the
owner of La Boulangerie Bakery in Baton Rouge, Louisiana, you have a devoted clientele
savoring your delicacies. Your salty caramel cupcakes offer an irresistible saltysweet flavor
combination using fleur de sel crystals hand harvested from the pristine seas off Brittany,
France. These salt granules complement the sweet buttery caramel that flavors both the
cake and frosting. Although your cupcakes are a trendy hit, you also feature delicious
cakes, squares, cookies, croissants, and breads. Your bakery has a medium-sized
storefront; however, most of your business comes from supplying local restaurants and
coffee shops with your tantalizing treats. You own two trucks that make deliveries to
customers throughout the Baton Rouge metropolitan area.
Although La Boulangerie is financially successful, rising costs have severely undercut your
profits over the past few months. You know that you are not the only business owner
dealing with rising prices. Many of your suppliers have raised their prices over the past
year. Specifically, the higher prices of wheat and sugar have resulted in a drastic increase
in your production costs. Previously, you did not charge for deliveries made to your
wholesale clients. However, you now feel that you have no choice but to add a delivery
charge for each order to cover your increased costs and the rising price of gas.
Your Task. As the owner of La Boulangerie Bakery, write a letter to your wholesale clients
in which you announce a $20 charge per delivery. Try to think of a special offer to soften
the blow. Address the first letter to Mr. Emil Broussard, Café Broussard, 2013 West Lee Drive, Baton Rouge, LA 70820. Answer:
Subject: Important Update Regarding La Boulangerie Bakery Deliveries Dear Mr. Broussard,
We at La Boulangerie Bakery are writing to express our sincere gratitude for your
continued business and support. Your dedication to serving our delicious pastries at Café
Broussard has been a true pleasure, and we're thrilled to be a part of your success. As you
may be aware, recent economic trends have unfortunately led to rising costs for many
businesses, including ours. The price of ingredients like wheat and sugar has increased
significantly, impacting our production costs. lOMoAR cPSD| 59078336
In order to maintain the exceptional quality and freshness of our products, while also
ensuring the long-term sustainability of La Boulangerie Bakery, we've had to make a
difficult decision. Effective [Start Date], we will be implementing a delivery charge of $20 per order.
We understand this may cause some inconvenience, and we deeply apologize for any
disruption to your business. To show our appreciation for your continued partnership,
we'd like to offer you a special incentive:
Free Delivery on Orders Over $150: For any order exceeding $150, we'll be happy
to waive the delivery charge entirely. This allows you to stock up on your favorite
pastries and continue offering our delightful treats to your customers without additional delivery costs.
We remain committed to providing you with the highest quality baked goods and
exceptional service. We believe this new delivery structure will ensure the continued
success of La Boulangerie Bakery and allow us to keep supplying Café Broussard with the
freshest, most delicious treats in Baton Rouge.
Should you have any questions or require further clarification, please don't hesitate to
contact us directly. We are happy to discuss this change in more detail. Thank you once
again for your understanding and continued partnership. Sincerely, [Your Name] Owner La Boulangerie Bakery
7.12 Customer Bad News: Blunder in Scheduling Fairytale Cottage Wedding (Objs. 1–4)
As the wedding planner at Sea Island Resort in Georgia, you just discovered a terrible
mistake. Two weddings have been scheduled for the same Saturday in June. How could
this happen? You keep meticulous records, but six months ago, you were away for two
weeks. Another employee filled in for you. She apparently didn’t understand the
scheduling system and lined up two weddings for the Cloister Chapel on June 14. The
month of June, of course, is the busiest month of the year. Weddings in the popular
fairytale cottage Cloister Chapel are usually booked for two years in advance, and it can
handle only one wedding a day.
It’s now January, and Kellie Singer, one of the brides-to-be called to check on her
arrangements. That’s when you discovered the mistake. However, you didn’t reveal the lOMoAR cPSD| 59078336
blunder to Kellie on the telephone. From experience, you know how emotional brides can
be when their plans go awry. Now you must decide what to do. Your manager has given
you complete authority in scheduling weddings, and you know he would back nearly any
decision you make to rectify the mistake. Unfortunately, all of your Sea Island wedding
venues are booked for June Saturdays. However, you do have some midweek openings for
the Cloister Chapel in early June. If one of the brides could change to midweek, you might
offer one free night in a sumptuous bridal suite to smooth ruffled feathers.
Sea Island offers dreamlike settings for unforgettable wedding celebrations. Brides,
grooms, and their guests can enjoy five-star resort services, five miles of private coastline,
glittering ballrooms, custom banquets, and alluringly wooded and landscaped strolling areas.
Your Task. Decide what course of action to take. The two brides-to-be are Kellie Singer,
3201 Peachtree Lane, Cumming, GA 30016, and Julie Brehm, 240 Lakeview Avenue,
Atlanta, GA 30305. In a memo to your instructor, explain your response strategy. If you
plan a phone call, outline what you plan to say. If your instructor requests, write a letter and copy your instructor.
Course of Action: Addressing Double Booking for June 14th Weddings Introduction:
This memo outlines the response strategy for the double booking of Kellie Singer and Julie
Brehm's weddings in the Cloister Chapel on June 14th at Sea Island Resort.
Understanding the Situation: •
We discovered a scheduling error that resulted in two weddings being booked for the same date. •
June is peak season, and the Cloister Chapel can only accommodate one wedding per day.
Communication Strategy:
Since this is a sensitive situation, we will reach out to each bride individually via email. This allows
them time to process the information and avoids the emotional nature of a phone call in the initial communication. Email Content: