Email Letter Response

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Nairobi Institute Of Business Studies *

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Business

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Nov 24, 2024

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Name Instructor Course Date Email and Letter: Negative Messages with Positive Emphasis Email To: jasonabbott@gmail.com From: customerservicedirector@COS.com Date: May 11, 2023 Subject: Changes in your draft letter to Mr. Morley Hello Jason, I hope this email finds you well. I have reviewed the draft letter you prepared denying Mr. Morley his warrant claim on the shelving unit he purchased at our company. I commend your effort in addressing Mr. Morley’s concerns and your direct approach to resolving the matter. However, I have made a few changes to the draft to ensure that our response promotes a positive relationship with Mr. Morley and helps him understand our company policies. Attached is a revised letter addressed to Mr. Morley concerning his complaint. First, in the first paragraph, I have acknowledged Mr. Morley’s receipt of the complaint to highlight our commitment to valuing our customer’s feedback and opinions. Second, the explanation paragraph presents clear, factual evidence to show Mr. Morley why we cannot honor his claim. It is best to acknowledge their concern and provide the basis for our decision to deny their claim. Third, I have added an alternative paragraph to help Mr. Morley find a solution to their immediate office needs. Remember, our company strives to find suitable solutions for our valued customers. Finally, I have ended the letter with a positive and forward-looking note to thank Mr. Morley for his continued relationship with us and encourage him to purchase more office supplies at Canadian Office Supply. Please review the attached letter and make the necessary adjustments to your draft. Once satisfied with the final letter, send it to Mr. Morley to address his concerns. Please contact me if you require further assistance. Thank you for handling this matter. Chris Wade Customer Service Director

Chris Wade Customer Service Director Toronto, Canada May 11, 2023 Mr. Robert Morley 4356 Fountain Ave Toronto, Nj 08016 Dear Mr. Morley, I hope this letter finds you well. I understand you sent an email expressing dissatisfaction with the shelving unit you purchased from Canadian Office Supply. I appreciate you for taking the time to share your concerns with us. Canadian Office Supply appreciates your recent purchase of a shelving unit from us and would like to express our gratitude for choosing us. However, we regret to learn that your product has been damaged under heavy weight and understand your disappointment. On behalf of the company, I apologize for any inconvenience you have encountered because of the damage. Upon reviewing the details surrounding your complaint, it is evident that the shelving unit you purchased was designed for light loads, a maximum of 800 kilograms. Therefore, the damaged shelving unit you bought cannot be attributed to a manufacturing defect. Our Quality Control Unit ensures that our products meet industry standards by conducting rigorous quality control processes for every product. In your case, the damage to the shelving unit is because the unit failed to hold an excessive load that exceeded recommended weight capacity. While there is no generic policy on which the decision to decline your claim is based, specific evidence indicating that the shelving unit was subjected to conditions beyond its intended use informed our decision. Although Canadian Office Supply cannot honor your warranty claim, we recommend alternative options to meet your immediate shelving needs. One of our priorities as an office equipment supplier is to help our esteemed customers find suitable solutions. The company has various shelving unit designs capable of holding heavier loads exceeding 800 kilograms. Our company website displays various shelving units with different weight capacities, which can help you accommodate heavier loads. The website allows you to select the best shelving unit that meets your needs. Additionally, Canadian Office Supply invites you to visit our store. Visiting our showroom will allow you to personally asses the various shelving units available. It will also enable you to decide what shelving unit you want for your office space. By exploring these options, we believe you will choose a more suitable shelving unit that meets your expectations and offers you the reliability, durability, and functionality you desire. Our customer service office remains committed to helping you in any way possible to ensure your satisfaction with the products you purchase at Canadian Office Supply.

Once again, Canadian Office Supply appreciates your patience and understanding throughout this process. The company looks forward to conducting more business with you and enabling you to access quality products that meet your office needs and exceed your expectations. Thank you for choosing Canadian Office Supply as your trusted office supply partner. Best regards, Chris Wade Customer Service Director Canadian Office Supply

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Email Letter Response

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