Communicating Different Messages – Good News/Neutral – Favorable Response to a Customer Complaint
Purpose:
Most businesses want to know when something is wrong with their products or services so they can correct the matter and satisfy their customers.
Response back to a customer complaint should seek to address your customer’s concerns without dismissing their complaint.
Assignment Instructions:
This is the communication necessary in conducting the company’s business.
The suggestions for writing these messages are much the same as for those types previously discussed. The need for clarity, correctness, and courtesy should guide these efforts.
Before you write anything, you should think through the situation and work out a strategy by answering the problem-solving questions on page 410 of the textbook. NOTE: I have prepared and attached a fillable PDF form for you to use to work out your response strategy.
To write this message, writers should do the following:
- Organize using the direct order and the suggestions for a response from the module lessons
- Choose the appropriate tone (casual, moderately formal, or formal)
- Be clear and courteous
- Order the information logically
- Close in a way that builds goodwill
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Scenario:
You are the owner of Beauty Lawn – a professional lawn-mowing service checking your email when you read the email message below. Oops—it looks like one of the mowing teams at your company (Beauty Lawn) made a mistake.A new customer’s yard is big and hilly, and she just doesn’t have the time and energy right now to maintain it herself. She finally sprang for a professional lawn-mowing service, but the first visit from BeautyLawn did not go well.Yes, the grass looks nice, and the crew trimmed nicely around the edges—but they also mowed over the very area the customer asked them not to mow, the hill where her daffodils were just starting to come up. The crew chief, while respectful and hard-working, did not seem to understand English very well. You suspect that even though he wanted to be accommodating, he simply didn’t understand the instructions you gave him.The customer wrote BeautyLawn a persuasive claim in which she explained what happened and requests that this first yard service be at no charge, given that she won’t be enjoying her daffodils this year.Your customer’s request for an adjustment is reasonable, so you’ll grant it. You’re just happy the damage wasn’t any worse. What else might make this new customer feel that he chose the right lawn care company and that such errors will not be likely in the future? Say whatever you think appropriate to retain his loyalty and restore his confidence in Beauty Lawn’s expertise.
