COMM1010: Communication at Work
Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task
Student Name: Arjeanette Wells Date: 12/08/2020
PART 1: CUSTOMER EMAIL
STEP 1: Review the scenario and email message
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COMM1010: Communication at Work
Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task
Student Name: Arjeanette Wells Date: 12/08/2020
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
New Delivery Information
Greeting: Good Morning, Renee Colon
First paragraph: I am writing to deeply apologize for the delay of your shipment. We are in the process of fixing the issue. We are working with our receivables to make sure that your shipment will be delivered in a timely manner.
Second paragraph: We do value and appreciate your business. With that being, said we will be offering a full refund of your all the delivery cost. We are expediting your shipment and we will also be taking care of all expedited costs as well. Once I receive the information for all refunded cost, I will be following up with you to provide you with that information. We plan on your shipment to be ready and shipped by Wednesday. I will make sure the tracking is sent to you as well.
Ending paragraph: We are truly sorry and do value you as a customer. We are diligently working with our team to prevent this from happening again in the future. We appreciate your business.
Closing: We hope that you will deeply accept our apology. We look forward to continuing working with you and your company.
Signature: Arjeanette Wells
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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.
Select an appropriate tool from the following list to communicate this message to your colleagues. Explain why this would be an effective tool for this purpose.
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