COM 3300 AJR Crafting an Effective Claim Request Paper

COM 3300 Application of Ch. 6, 7 & 8Quiz 3
The following are 9 scenarios, three from each of the above chapters.
You must pick one from each chapter. Make sure you follow the writing guidelines
from each chapter.
If you pick one that requires a letter, make sure you have you name, address and
any other contact information
For emails, make sure you create a Subject line…
Please make sure your responses are typed using the Ariel 12 pitch font with top,
bottom and side margins set at 1.0 inch…
Ch. 6, 7 & 8
Chapter 6. Delivering Good- and Neutral-News Messages
1.
Customer Requests Information for Returning Product
The customer service department of Software Package Solutions received a letter from Walter Dodge
stating that he placed an order for the Dependable System accounting software and instead received
a software package entitled Third Wave. He would like to receive a UPS account number to use when
returning the product so that he will not have to pay the shipping, as well as instructions for packaging
and labeling the returned product.
Required:
Write an e-mail message as the customer service manager of Software Package Solutions
(CSM@SPS.COM) responding to Mr. Dodge’s requests. Include an appropriate subject line and
message body in your solution.
2.
Crafting an Effective Claim Request
Dear Mr. Ortiz:
Eight months ago, I purchased the Wireless-M Broadband Router (4.4 GHz), Model No. WRT54G,
from your company. After only eight months of use, it no longer works. It quit working while I was in
the middle of a huge project, and the delay cost me hundreds of dollars.
Since this product came with a year warranty, I am upset that it quit working after less than a year. It
must be defective. I have the receipt for purchase and want a replacement immediately. The router
problem has already cost me time and money. If I don’t receive a replacement or refund immediately,
I will not buy your products in the future.
Please send a replacement router via express delivery to the address on this letterhead.
Thank you.
Required:
Analyze the above routine claim letter and rewrite it with the needed revisions. Use your name
as the signature.
3.
Extension of Credit to FASTSearch
You have received a request for credit from a company called FASTSearch for online databases
available from your company. You are a vendor for information databases, and subscribers to your
services may contract for 12-month access to this information. You offer various service packages
that provide access to specific databases. FASTSearch wants the Standard Package which allows
access to a selection of your company’s available databases. The extension of credit will allow
FASTSearch to order additional levels of service as needed and pay for them on a monthly basis.
Required:
Compose a letter, stating that credit is granted, to David Davis at FASTSearch.
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Ch. 6, 7 & 8
Chapter 7.
4.
Delivering Bad-News Messages
Company Downsizing
You are the president of Baskie Inc. Global competition and reduced market share has sent profits on
a downward spiral which will result in employee layoffs. Nearly 10 percent of the employees will be
laid off, effective in one week. They will receive two weeks’ severance pay, accrued sick leave pay,
and career consulting from the human resources department.
Required
Write an interoffice memorandum announcing this negative organization news.
5.
Conference Hotel Changes
You manage The Wayne Hotel that is used by organizations and businesses for meetings and
conferences. A recent storm has damaged part of your hotel which means that you have fewer rooms
available for meetings. You now have nearly 20 percent fewer guest rooms for conference
participants and four less meeting rooms for smaller sessions. You estimate that room repairs will
take nearly a month, but the Association of Intercultural Studies is scheduled to arrive for a three-day
conference in two weeks and has booked all rooms. Now there are not enough rooms for the
conference.
Required:
As manager of the hotel, write a letter to the meeting manager for the association. Tell the
manager the bad news regarding the damage to the rooms and provide an alternative of using
rooms at a nearby hotel.
6.
Improving on Constructive Criticism
Janelle
I just want you to know how angry I am to find an error you made on Mr. Smith’s record yesterday.
How careless can you be about such an important thing? There is absolutely no room for
carelessness in this job because people’s lives depend on us! I’ve fixed the error, but if this ever
happens again, you may lose your job.
Required
A new medical assistant, Janelle, was hired at an outpatient medical center. Her supervisor
found an error she made on a patient’s record and sent Janelle the above email. Rewrite the
above email so that it is a good example of constructive criticism.
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Ch. 6, 7 & 8
Chapter 8.
7.
Delivering Persuasive Messages
Rotary Club Invites Speaker
The Economic Club in your city would like to invite the attorney general of your state to speak at its
monthly meeting. Although the attorney general seldom accepts these kinds of invitations, you
believe that you can persuade her to make an exception by asking her to discuss one of her special
projects, ethical business practices. A complicating factor for you is that the meeting you want the
attorney general to attend is only two months away.
Required:
As secretary of the Economic Club, write this request, adding whatever terms of persuasion
you feel would be necessary to influence the attorney general to accept. Address the letter to
Dana Nessel, Attorney General of the State of Michigan.
8.
Retail Store Online Survey
As marketing director for Hearthstone, a large chain retail clothing store for young people, it is your
job to collect data on the buying habits of 18- to 24-year-old customers. You want each of your
customers to complete an online survey within five days after the date of their purchase. This
information provides the current information you need for product development, marketing, and
customer service. You may offer an inducement if you think it will work.
Required:
Write a persuasive email message asking customers to complete the online survey. Do not to
include directions to your website.
9.
Clean Air Committee Requests Carpooling
As the new chairperson for WSU Student Clean Air committee, you are charged with encouraging
faculty and students to form carpools. In the past, people have resisted forming carpools for a number
of reasons, including the lack of an organized program, the complexity of flextime schedules, and the
extra time needed to pick up people. WSU has agreed to provide privileged parking spaces to carpool
participants but will not provide any monetary incentives.
Required:
Write a persuasive email to all students or employees encouraging participation in carpools.
You may add whatever terms of persuasion necessary to influence them to participate.
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