COM-FPX1250_BluntBrandon_Assessment2-1 Six Ws

docx

School

Capella University *

*We aren’t endorsed by this school

Course

1250

Subject

Management

Date

Jan 9, 2024

Type

docx

Pages

2

Uploaded by MagistrateSnow21733

Report
Active Listening: The Six Ws Review your assessment of your manager's voicemail. Then, consider what, how, and why you need to communicate to the customer, making notes of six Ws in the boxes below. Who are you writing to? This email is being sent to Sara Robbins, the manager of Printables What is the problem? The shipment that Printables was expecting from ABC Inc is well over a week late arriving to them. What are your responsibilities to solve the problem? What responsibilities do others in your organization have? It is my job to work on rectifying the situation and ensuring we do not lose Printables as a primary customer. I will oversee creating a new order at no cost to the client, and the shipping department will oversee ensuring that the product gets shipped out of our warehouse quickly and correctly. The shipping courier will oversee ensuring that is arrives to the customer by Thursday. When will the problem be corrected? This problem will be rectified today, with the products shipping out of our warehouse this afternoon and being overnighted to the customer by tomorrow morning. How will the problem be addressed? What are the steps involved? The first step in addressing the problem is acknowledging that we made a mistake and refund the order. The next thing we are going to do is replace the order and ensure that it is ready to ship out this afternoon. The final thing we are going to do is overnight the shipment so that the customer has the products by tomorrow morning. Why are you sending the customer a message? The main reason for this message is to let the customer know we understand their concern, validate their frustration, and let them how we plan to correct it. 1
In addition, consider the following: How do you think your customer is feeling? The customer if feeling frustrated and disappointed. Why do you think your customer is feeling that way? The shipment delay has now caused delays in their business, and this creates frustrations and headaches. They also feel frustrated as they paid for shipping for the product to be there by a certain time and this did not happen. What are you trying to accomplish in the email you are sending? In other words, what is your purpose for writing? The purpose for this email is to acknowledge how the customer is feeling and attempt to rectify the situation so that we as a company do not permanently loose a customer. 2
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help

Related Documents

PHILL--Written Assignment Unit 7.docx
PHIL-Discussion Assignment Unit 8.docx
task 1.docx
MSchwandt_RiskPreventionPolicy_112223.docx
LDR 7 RD.docx
MSchwandt_ActionPlan_120923.pptx
MSchwandt_AnalyzingLeadership_010324.docx
MSchwandt_FinalProposal_120923.docx
mba530module1discussion.docx
Project Overview (2).docx
Project Overview (3).docx
Project Overview (1).docx
Recommended textbooks for you
Text book image
Marketing
Marketing
ISBN:9780357033791
Author:Pride, William M
Publisher:South Western Educational Publishing
Text book image
Understanding Management (MindTap Course List)
Management
ISBN:9781305502215
Author:Richard L. Daft, Dorothy Marcic
Publisher:Cengage Learning
Text book image
Principles of Management
Management
ISBN:9780998625768
Author:OpenStax
Publisher:OpenStax College
SEE MORE TEXTBOOKS
Recommended textbooks for you
Text book image
Marketing
Marketing
ISBN:9780357033791
Author:Pride, William M
Publisher:South Western Educational Publishing
Text book image
Understanding Management (MindTap Course List)
Management
ISBN:9781305502215
Author:Richard L. Daft, Dorothy Marcic
Publisher:Cengage Learning
Text book image
Principles of Management
Management
ISBN:9780998625768
Author:OpenStax
Publisher:OpenStax College
SEE MORE TEXTBOOKS