Electronic media provides you with many options for creating effective messages in
business. Many scenarios come up in which you will be asked to craft a positive
message in response to a customer’s issue. In this assignment, you will be asked to
compose messages from both the perspective of a customer and a customer service
representative.
Instructions:
- Choose a recent purchase or customer experience you have had that did not meet your expectations.
- Write an email to the company expressing your dissatisfaction and concerns.
- Place yourself as the customer service representative receiving your email and respond appropriately.
Example of an email from a customer to a company expressing dissatisfaction and concerns, followed by a response from a customer service representative:
Customer Email
Dear [Company Name],
I am writing to express my dissatisfaction with my recent purchase of a [product name] from your website. I ordered the product on [date] and it was delivered on [date].
When I opened the package, I was disappointed to find that the product was damaged. The box was dented and the product itself was scratched. I tried to use the product, but it did not work properly.
I am very disappointed with this experience. I have been a loyal customer of your company for many years and I have never had a problem before. I am hoping that you will be able to help me resolve this issue.
I would like to return the product and receive a full refund. I would also like to know what steps you are taking to ensure that this does not happen to other customers.
Thank you for your time and attention to this matter.
Sincerely, [Your Name]
Customer Service Representative Response
Dear [Customer Name],
I am so sorry to hear that you are dissatisfied with your recent purchase of a [product name] from our website. I understand how frustrating it must be to receive a damaged product.
I have investigated this matter and I have found that the damage to your product was caused during shipping. We have a strict policy of inspecting all products before they are shipped, but unfortunately, this one was missed.
I would be happy to issue you a full refund for your purchase. I will also be sending you a replacement product as soon as possible.
I apologize for the inconvenience this has caused you. We take customer satisfaction very seriously and we will do everything we can to make sure that this does not happen again.
If you have any further questions, please do not hesitate to contact me.
Thank you for your patience and understanding.
Sincerely, [Customer Service Representative Name]