English 410-002 --Assignments

Customer Letter | Analytical Description | Proposal Outline | Resume | Analytical Report

Instructions

Here is the situation: You are a customer relations manager for a large Internet Service Provider (CosmicNet). The customer is unhappy with the service he received from your telephone help desk; the situation has escalated and been passed up to you. The customer is asking for a refund of the service fee (which you are authorized to grant), but he is also asking for other remunerations, including that the help desk employee who originally handled the problem be fired (which you have no authority to do).

The letter is attached.

You have been authorized to refund Mr. Bumblediboob $49 for lost service, but you cannot reimburse his travel expenses. Nor do you have authority to fire Chris (your help desk personnel are outsourced, and many of them use the name “Chris” when dealing with customers); even if you could fire him, legally you could not send a copy of a dismissal notice to a third party. You can only reimburse Mr. Bumblediboob $49. You are not authorize to offer him anything else.

Mr. Bumblediboob’s address is: 1230 Duke Street #420, Alexandria, VA 22310

Your company’s address is:
CosmicNet, Inc.
9900 Lee Highway, Suite 117
Fairfax, VA 22030

The letter should be at least 3 paragraphs (one or two pages), single-spaced, block format. Upload the assignment in either Word or PDF format. This should be completed by class time on Friday, February 15th.

Anh T. Duong
CosmicNet, Inc.
9900 Lee Highway, Suite 117
Fairfax, VA 22030

February 19, 2008

Mr. Bumblediboob
1230 Duke Street #420,
Alexandria, VA 22310

Dear Mr. Bumblediboob,

I personally want to thank you for being a loyal and valued customer to CosmicNet, Inc. I would also like to thank you for inquiring and using our help desk service.

Due to the past recent events that have occurred, we are pleased to refund you back $49.00 for our unreliable service. Unfortunately however, we are unable to fulfill your request of $50.00 of loss time expenses as well as terminating our staff member. We greatly give to you our sincerest apologies for any inconveniences.

Please be assured that all services that have been made prior to these events, have been recorded and kept for future quality assurance, and disciplinary action has been taken.

Again, we give to you our sincerest apologies for any inconveniences. We hope that by using this experience will help us improve with future quality assurances.

We greatly appreciate your time and support with CosmicNet, Inc., and hope that you’ll continue to stay with us.

Best regard,
Anh T. Duong
Customer Relations Manager

Contact: 4400 University Dr. Fairfax, VA 22030
aduong@gmu.edu | (703) 638-4561