GBS120v3_L7_MidtermExam-RefusalLetterPlan-Final

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Jan 9, 2024

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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 of 6

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 of 6

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 of 6

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