GBS120v3_L7_MidtermExam-RefusalLetterPlan-Final
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GBS120v3
GBS120-Midterm Exam Part 1: Refusal Letter Plan
Instructions
Important:
Read the Refusal Letter Scenario in Lesson 7 before beginning this assignment. Referring to Figure 3-1 in your textbook that describes the 6-Step process for planning and preparing messages, identify and describe how you would address each step in the planning process as you create a claim denial message to your Darling Dahlia Creations customer based on the lesson in the scenario. Consider the guidelines for planning effective messages from the textbook chapter as well as the needs of your audience
as you create your response. Follow these steps: a.
Be sure to use the approach recommended in the textbook and lesson and explain why this approach is best.
b.
As part of your plan, describe the elements and facts you would include and the order in which you would present
them.
c.
Conduct any research necessary to provide information or options that might help soften the refusal for the customer and incorporate these alternatives into your plan. d.
Be sure to answer the application question as well. e.
At a minimum, you are required to use a reference from the textbook. Also, cite any additional references you use.
f.
All citations and references must be in APA format as described in the Lesson 0 information.
The description for each step should include at least one well-reasoned paragraph and references were indicated in the instructions below. Be sure to complete all five steps. Page 1
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GBS120v3
GBS120-Midterm Exam Part 1: Refusal Letter Plan Template
Name:
MEID: Step 1: Consider the Applicable Contextual Forces
Identify and explain which of the contextual forces from Chapter 1 (legal and ethical constraints, team environment, diversity challenges, and changing technology) are most impactful for your message to your customer. You must include one contextual force at a minimum.
Which organizational culture elements or dimensions of context mentioned in the textbook may affect the message? Explain your answer.
Be sure to provide at least one citation and corresponding reference to the textbook in this section to support your work. When communicating with customers about returns and exchanges, it is important to consider the applicable contextual forces. The most impactful force in this situation is legal and ethical constraints. As a company, we have a clear policy on returns and exchanges that is communicated to customers before they make a purchase. It is important to remember that the customer agreed to these terms when placing their order, and we must adhere to these policies to maintain ethical business practices and avoid any potential legal issues.
In addition to legal and ethical constraints, organizational culture elements may also affect the message. Our company values and beliefs about customer service and satisfaction are important, but we must also balance this with our policies and procedures. Organizational culture refers to the shared values, beliefs, behaviors, customs, and attitudes that characterize an organization (Leham et al., 2024, p. 8). In this case, our company culture may prioritize customer satisfaction, but we must also adhere to our policies to maintain ethical business practices.
It is important to use a neutral tone when communicating with customers about returns and exchanges. We should use clear and concise language in English to ensure that all customers easily understand our message. By considering the applicable contextual forces and using a neutral tone in our communication, we can ensure that our message is effective and aligns with our company's values and policies.
Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium
State the purpose of your message.
Explain why a written letter is appropriate to communicate the bad news to your customer.
Include at least one citation and corresponding reference in this section to support your work. Page 2
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GBS120v3
The purpose of this message is to inform the customer that their refund request cannot be granted, while also presenting alternative options that may be available to them. It is important that the message is clear and concise, and that the customer is fully informed of the company's policies and procedures. When the situation requires a formal response and documentation is necessary for future reference, a written letter is the most appropriate form of communication. Unlike verbal communication, a letter provides a permanent record of the
exchange, which can be referred to in the future if needed. In addition, a written letter allows the sender to carefully craft their message and ensure that all essential information is included, while providing the recipient with time to thoughtfully consider their response. Overall, a written letter is a professional and effective method of communication in situations where formality and documentation are important.
Step 3 – Envision the Audience
Based on the scenario above, describe your audience for the letter and what factors you need to take into consideration when responding to the customer’s request for a refund. Envision the Audience
The audience for this letter is Xochi Mendoza, a customer who has requested a refund for a custom order that does not fit her new decor scheme. She feels entitled to a full and fast refund even though she was the one who decided to change her decor shortly after ordering a custom sign. The company must take into consideration Xochi's concerns about the sign not fitting her new color scheme while also adhering to its policies on returns and exchanges. The company also has to take into consideration that if they were to bend their policy to refund this order they leave themselves open to having to refund the next order she places but then change her mind a few weeks down the road.
Step 4 – Adapt the Message to the Audience’s Needs and Concerns
What are the customer’s primary concerns that must be addressed?
How will you ensure that your message successfully addresses these issues? Page 3
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GBS120v3
Adapt the Message to the Audience’s Needs and Concerns
A customer has requested a refund for a custom order that does not fit her new decor scheme. The company must take into consideration Xochi's concerns about the sign not fitting her new color scheme while also adhering to its policies on returns and exchanges.
The primary concern is that the sign does not fit her new color scheme, and she needs a refund to purchase more appropriate decor for her home. The company must address this concern while also explaining its policy on returns and exchanges.
I plan to show empathy for the issues for why she would like a refund and also offer her alternative solutions since the refund is not possible.
Step 5 – Organize the Message
Describe the format recommended for this type of refusal message in the textbook
: inductive or deductive.
Explain why this is the most effective structure.
Include at least one citation and corresponding reference in this section to support your work.
The recommended format for this negative news letter is the indirect approach. Using an inductive sequence of ideas has several advantages, including clear identification of the theme or message without alienating the audience, increased comprehension, and consideration of reasons for rejection, prevention of unfavorable responses, anticipation of objections, and de-emphasis of refusal through a happy or neutral closing note. (Leham et
al., 2024) The sender also conveys a willingness to assist in some manner. This approach is best because it starts with a buffer that softens the blow of bad news. This approach is effective because it shows empathy towards the customer and acknowledges their concerns before delivering the bad news.
Facts, Examples, and Their Order
Outline the key points you plan to include within your customer’s letter, specific examples of the information you will use to support your denial (including alternatives to granting the request or other options), and the order you would deliver them in. Page 4
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GBS120v3
OPENING:
1)
Begins with the neutral idea that leads to refusal or bad news
.
a.
thank the customer for the purchase.
b.
apologize for the issue.
BODY:
2)
Presents facts, analysis, and reasons for refusal or bad news
c.
We are unable to give a refund due to the effort and materials that are put into each custom order.
d.
The policy only allows for refunds on orders that were damaged upon arrival.
3)
States bad news using a positive tone and de-emphasis techniques. e.
Although we cannot refund your money we could repeat that's fine for her.
4)
Includes counterproposal or “silver lining” idea when possible or appropriate.
f. We could offer a discount on a future order or the order to repaint the colors on the sign to match the décor.
Closing: g. Closes with ideas that shift focus away from refusal or bad news, and indicate continuing relationship with the receiver
Page 5
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References
Lehman, C. M., DuFrene, D. D., & Walker, R. (2024). BCOM (11th ed., p.8). Cengage Learning.? (n.d.). BCOM. Retrieved
from https://platform.virdocs.com/read/2327757/18/#/4/2
Lehman, C. M., DuFrene, D. D., & Walker, R. (2024). BCOM (11th ed., p.8). Cengage Learning.? (n.d.). BCOM. Retrieved
from https://platform.virdocs.com/read/2327757/129/#/4/4
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