You are Kathryn Smith , a correspondent in the customer servicedepartment at Bradford's Department Store located at 214 GrantAvenue, Auburn, New York 13021. This morning (use today's date) youreceived the following letter from Mrs. Henrietta Daniels, an angrycustomer.
Dear Customer Service Manager,
I am really upset at the poor quality shades that you sell. Twomonths ago I purchased two pairs of your pleated shades inWedgewood Blue at $35.99 each for my two bathroom windows. A copyof my $74.32 bill is enclosed.
The color has already begun to run and fade from these shades. Icould not believe it when I checked and found that they now looktye dyed! That is not the look I wish for my home.
Since these shades did not provide me with the type of wear thatI paid for please refund my $74.32 immediately.
Respectfully,
Mrs. Henrietta Daniels
714 Irving Avenue
Auburn, New York 13021
You take Mrs. Daniels' itemized bill down to the sales floor andfind the model of shades she purchased. You conclude that Mrs.Daniels' home must have large bathroom windows because the shadeonly comes in one size 64 inches by 32 inches wide. Printed righton the tag attached to the shade is this caution: \"Warning: Theimported fabric in this shade makes it unsuitable for use in areasof high humidity.\" Clearly, these shades were not made for bathroomuse. You access Mrs. Daniels' account on your computer and findthat she has been a loyal customer for many years. You, therefore,decide to refund her the full amount, even though she misused theproduct, but you also feel you should let her know why the shadesfaded.
1. Write a response letter to Mrs Daniels stating yourintentions as well as providing information that would prevent herfrom ordering the similar shades for this area in the future.
2. The letter should be formatted in full block format just asshown in your textbook on PAGE 554. Be sure thatyou create the letterhead at the top of the document. Give carefulthought as to the proper way to respond to a customer serviceproblem.
3. Carefully, consider the TONE of this letter. Compose thisletter utilizing what you have learned thus far in this class andyour other business classes regarding customer service.
4. Everything will be taken into consideration when grading thisletter.....business letter format, grammar, punctuation, delivery,tone, and overall composition of the message.
