Fundamentals of Management 7th Edition by Ricky Griffin

Exercise 4

Exercise Overview
Communication skills refer to the ability not only to convey information and ideas to others but also to handle information and ideas received from them. This exercise shows how you can use your communication skills in addressing issues of quality.
Exercise Background
You're the customer service manager of a large auto parts distributor. The general manager of a large auto dealer, one of your best customers, has sent the following letter, and it's your job to write a letter in response.
Dear Customer Service Manager:
On the first of last month, ABC Autos submitted a purchase order to your firm. Attached to this letter is a copy of the order. Unfortunately, the parts shipment that we received from you did not contain every item on the order. Further, that fact was not noted on the packing slip that accompanied your shipment, and ABC was charged for the full amount of the order. To resolve the problem, please send the missing items immediately. If you are unable to do so by the end of the week, please cancel the remaining items and refund the overpayment. In the future, if you ship a partial order, please notify us at that time and do not bill for items not shipped. I look forward to your reply and a resolution to my problem.
Sincerely,
A. N. Owner, ABC Autos
Attachment: Purchase Order 00001
Exercise Task
Now review your answers to the previous questions. What are the important components of an effective response to a customer quality complaint (setting the tone, expressing an apology, suggesting a solution, and so on)? How did you use these components in your various responses?