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Business Communication

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Business Communication

Bill Murphy,

Customer Service Representative,

The Video Store,

1 Corporate Drive,

Los Angeles, CA 90000.

May 30, 2017

 

Frank Capra,

Supervisor,

The Video Store,

1 Corporate Drive,

Los Angeles, CA 90000.

 

Dear Sir,

RE: Replacement of Missing DVD for Customer and Adjustment of Return Policy

I received a mail from a loyal customer complaining about a missing DVD order under the reference Missing DVD Order #1234ABC. Mr. Clark Gable is the customer who claims to have received an incomplete order and delivery of DVDs on November 12th of the last year. In his letter, Mr. Gable details that he had made an order for It Happened One Night and Goodfellas on DVD on November 5th which were delivered on November 12th to his registered address. However, Mr. Gable was buying the It Happened One Night DVD as a Christmas present for his sister-in-law, and as such it was not opened until after Christmas at which point he discovered it to be empty. In line with the company policy, all problems ought to be reported within thirty days of the purchase which would not have been possible in Mr. Gable’s situation. Therefore, he is requesting that the company replaces the DVD and ships it to his address without any additional purchasing or shipping costs seeing as he believes the error was on our side.

I think, considering the special circumstances surrounding the customer’s reporting, we should recompense him for his trouble and embarrassment during the holidays. I believe that Mr. Gable is a valuable customer whose records indicate that he buys products on a regular basis. Therefore, I would suggest that we replace his missing DVD and cater for the shipping cost as a sign of goodwill. In the event we cannot bear the entire cost, we can offer him the DVD for which he would pay shipping but additionally provide him with a discount on his next purchase as compensation for the trouble.

Furthermore, I believe that despite his reporting of the problem being late, the company ought to offer relief to our customers especially during the holiday season as most of our clients buy gifts for their friends and family and only realize the faults after the holidays. Additionally, if we give our customers better deals and return policy during the holidays, we will be able to keep satisfied and loyal customers for the coming year. I look forward to a favorable response.

Regards,

Bill Murphy

 

Bill Murphy,

Customer Service Representative,

The Video Store,

1 Corporate Drive,

Los Angeles, CA 90000.

May 30, 2017

 

Clark Gable,

400 Ross Drive,

Ames, IA 50010.

 

Dear Sir,

RE: Apologies and Replacement of Missing DVD.

First, I would like to thank you for your continued loyalty and trust in our service. On behalf of The Video Store, I would like to extend my sincerest apologies for any trouble, embarrassment, and inconvenience as a result of the error from our side causing the mix-up in delivery.

I understand how frustrating it can be to order and pay for something missing, especially if it is a gift to a loved one. Moreover, I would like to say that here at The Video Store we pride ourselves on being able to offer the most efficient services to all our customers, and I believe you are a witness to that from the many years we have sold DVDs to you. I would like to point out that the problem occurred at our distributor’s warehouse as a result of the holiday rush, but we promise it will be the last time anything like that happens.

Therefore, we will deliver the It Happened One Night DVD to you in the next four business days at your registered address at no extra shipping cost. As a way to repay your loyalty, we are offering a 5% discount for this month’s purchase. Moreover, we would like to inform you that following the mix-up, the company has seen fit to increase the return policy period to forty-five days during the period from November 1st to December 31st to enhance our services, especially during the gift period.

I would like to thank you for bringing the issue to our attention as we are always looking for ways to better our services and your experience. Again, we apologize for any inconvenience caused to you and your family.

Should you need help in the future, please do not hesitate to contact me directly, and I will be happy to assist you.

Regards,

Bill Murphy

billmurphy@thevideostore.com

 

Internal Memo

To: All Staff Members, The Video Store

From: Bill Murphy, Store Manager

Date: May 30, 2017

Subject: Adjust to Company Return Policy During the Holidays

I would like to bring to your attention the recently approved changes to the company’s return policy during the holidays. It has been discovered that the company is losing some of its clients during the holidays as a result of the unfavorable return policy. While customers are expected to report any problems with their deliveries within thirty days of purchase, issues may arise when a product is a Christmas gift. Therefore, the management has seen fit to make some adjustment to the return policy as a way of ensuring the store is serving in the best interest of the customers.

The return policy has been adjusted for the period from November 1st to December 31st annually to include an extended return period. Therefore, for any purchase made between the dates mentioned above, the customers can report issues and request returns for up to forty-five days. It SHOULD BE NOTED that the policy does not affect the rest of the year whose return period remains thirty days. The policy adjustment will allow the customers ample time to review their products in the event they are gifts and in the case of fault claim a replacement. I will email the adjusted Return Policy to all staff members by the end of the business week.

 

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