Essentials of Business Communication
10th Edition
ISBN: 9781305990678
Author: Mary Ellen Guffey; Dana Loewy
Publisher: Cengage Limited
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Chapter 6, Problem 14CT
Summary Introduction
To determine:
The importance of regaining customer's trust in a reply to complaint message.
Introduction:
An Adjustment letter is a letter for replying to the buyer's claim or complaint. It happens when a customer or consumer is dissatisfied with the quality of service or product.
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Sally and Sam have recently purchased from the Edgars Red Hanger sale. However, both had encountered different levels of customer service. Sally was assisted by a member of staff and was able to get the style and size that she needed. Sam on the other hand walked around the store for a period of time just looking for someone to help but was unable to get any assistance. Based on these experiences, this has impacted on the way they will make future purchases.Q.1 It is important to maintain relationships with the extended market. Discuss Prospective employees as a part of the extended market.
Please re-iterate.
Q.1 Sally and Sam have recently purchased from the Edgars Red Hanger sale. However,both had encountered different levels of customer service. Sally was assisted by amember of staff and was able to get the style and size that she needed. Sam onthe other hand walked around the store for a period of time just looking forsomeone to help but was unable to get any assistance.
Based on these experiences, this has impacted on the way they will make futurepurchases.
Provide a brief report to Edgars to outline the importance of relationshipmarketing with the above scenario in mind. Provide examples to support/justifyyour answer.
Q2 It is important to maintain relationships with the extended market. DiscussProspective employees as a part of the extended market.
Q.3 “A particular perception can be very difficult to change once it has beenestablished in the mind of the consumer.”
Consider Sunbake bread and examine each of the four steps that take place duringthe perception…
Q.NO.4. (08)
Designing the Training
A focus group was held with five managers to find out what they wanted from the training and to assess their concerns about performance management. This was a useful process. The managers wanted to include training in how to deal with difficult people, which otherwise may not have been included in the program. Including this also assured managers that their views were important and had been considered in the program’s design.
The training would take place in-house and outside the normal workday. It was agreed that the most appropriate method was a two-hour workshop. The workshop would include various activities geared to develop the skills and knowledge of the participants:
Trainer-ledinteractive
Roleplay
Use of aspecially designed case study.
Small-group
By developing and delivering the session in-house, training materials specific to the new performance management system could be created, rather than relying on generic training materials. It was…
Chapter 6 Solutions
Essentials of Business Communication
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