Length: 1-2 pages
Write a properly formatted, professional memo to your VP of Marketing that summarizes the results of your investigation into a recent customer complaint. Your memo must include:
a restatement of the situation
what steps you would have taken to research the question
your recommended actions
You are the Manager of Customer Service for the Andrews Corporation and you have received a letter of complaint from Ms. Schaefer who is a “displeased customer.” Ms. Schaefer indicated that she had recently purchased $50,000 of Aster, our high tech sensor, and her company was frustrated with the directions provided by the Andrews Corporation for the following reasons:
1. The directions and illustrations provided were of poor quality and hindered both the setup and the operation of the sensors.
2. The directions were not adequate for programing the sensor to receive data from their consumer product and initiate responses based upon the data.
Ms. Schaefer is the Vice President of Purchasing at Dynamo, Inc. which is one of our major customers. She has requested information from us regarding how to return the sensors and receive a 100% refund.
As the Manager of Customer Service, you have the task of researching the customer complaint and then writing a memo to Mr. Mathis, your VP of Marketing. You need to explain the situation, give your recommendations, and tell him how you plan to deal with Ms. Schaefer and the complaint. You will await his comments before contacting the customer or implementing your recommendations.
During your research, you determine the following:
Many customers have recently complained about Aster’s installation directions.
The product development team is currently rewriting and improving Aster’s directions.
Aster is targeted to the high tech market, and is a sophisticated sensor. Customers’ technical personnel need training to effectively use the sensor:
All of our sales personnel can provide this training.
Although our training is not required, it is highly recommended to all customers when a sale is closed.
Ms. Schaefer agreed to attend an Andrews training session with three of her technical employees. Unfortunately, no one from Dynamo attended the class.
Ms. Schaefer purchased Aster 60 days ago.
Several other customers have returned the product, but none have been outside our 45-day return policy.
Since the updated directions are projected to be available within the next two weeks, you anticipate the number of customer complaints to decrease back to a more normal trend. Some of the options available to you are listed below, though you are not limited to these. Remember to provide reasonable justification for your recommendation and keep in mind that Andrews Corporation has a budget, so “the sky is not the limit.”
1. Do nothing, as you anticipate the situation will subside within two weeks and you do not feel this incident warrants additional budget expense.
2. Suggest that Ms. Schaefer keep the sensors and we will provide the new directions and again offer technical personnel training.
Allow Ms. Schaefer to return the sensors for x % credit toward their next purchase.
Allow Ms. Schaefer to return the sensors for x % refund.
Effective written communications is considered one of the most important skills required by business professionals. Part of the assignment is to communicate in writing in a professional manner. Students in this class are expected to follow standard writing conventions used in business, including:
No run on sentences or sentence fragments.
Well structured, coherent sentences.
Correct use of punctuation.
Single space within a paragraph.
Double space between paragraphs.
Header: Use a standard header to format your memo:
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