COMM1010: Communication at Work
Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task
Student Name:
Date:
PART 1: CUSTOMER EMAIL
STEP 1: Review the scenario and email message from your m
...
COMM1010: Communication at Work
Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task
Student Name:
Date:
PART 1: CUSTOMER EMAIL
STEP 1: Review the scenario and email message from your manager.
STEP 2: Write an email message to the customer (no more than two body paragraphs) that informs them about the new delivery date and the refund to compensate for the inconvenience. Your message should be limited to no more than 12 sentences or 200 words. Use the following email template.
CUSTOMER EMAIL TEMPLATE
Subject Line
Delayed shipment
Greeting: Dear Renee Colon,
First paragraph: I am writing to apologize for your shipment delay due to unforeseen circumstances sincerely. We are in the process of fixing the issue. Also, we are working with receivable to ensure that your shipment will be delivered promptly.
Second paragraph: We do value and appreciate your business with us. We are issuing a full refund of the order, and as a token of our apology, we have weaved off the delivery charges. We are also expediting your shipment, and we will take care of all expedited costs as well. I will provide the tracking number of the shipment as soon as I get the confirmation. Your shipment would be delivered by Wednesday.
Ending paragraph: We are genuinely sorry for any inconveniences caused. I assure you that we are diligently working with our team to prevent this from happening again.
Closing: Please do not hesitate to contact me if you any questions or concerns. We look forward to continuing working with you.
Signature:
STEP 3: Review your message to ensure that:
● It includes information relevant for the customer, including the purpose of the email and how the errors will be addressed.
● It emphasizes important points using style mechanics common in professional writing.
● It uses professional language and tone appropriate for a response to an important customer.
PART 2: COMMUNICATE A TIME-BASED TASK
STEP 1: Review the scenario and email message from your manager. Also review the to-do items that need to be completed and their deadlines in the chart below.
Goal Task Due Date Status
Inform customer Email Renee Colon Monday To do
Inform relevant departments Contact Accounts Receivable (AR) Monday (end of day) To do
Contact Shipping Monday (end of day) To do
Refund customer AR issues refund to customer Tuesday To do
AR does not charge for replacement Tuesday To do
AR send confirmation to customer Tuesday To do
Ship replacement package Package is expedited Wednesday To do
Tracking info sent to customer Wednesday To do
STEP 2: Based on this information, you will need to communicate an internal plan regarding the refund and redelivery of the shipment by drafting a message to your colleagues in the Accounts Receivable and Shipping Departments. Your message should clearly identify who has what task and the time frame for completion.
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