COM FPX 1250 Assessment 2 Active Listening: The Six Ws

Six Ws

Notes

Who are you writing to?

I will be writing an email to Sara Robins, who is the manager of Printables. Printables is a client of ours that is ranked as among the top clients of our company, and so, it is quite urgent that we send an email about this issue.

What is the problem?

An order of customized printed materials (Order #78452) placed by our valued customer more than a week ago has not been processed so far due to logistical problems. This issue has pitted our customer and us at loggerheads.

My responsibility is to ensure that this problem is resolved at once by writing a letter to our respected customer expressing my apology to him concerning the delay, the reason as to why there was delay, and ensuring that this problem is sorted out immediately. On their part, it falls upon the logistics and delivery team to make sure that the products arrive at the respective customer by Thursday.

When will the problem be corrected?

It will be cleared out when the shipment of the goods by Thursday is completed.

How will the problem be addressed? What are the steps involved?

In order to sort out the problem, the following measures will be taken: (a) Apologize to the customer and explain the problem. (b) Secondly, refund the value that was used to deliver the goods. (c) Thirdly, re-shipping of the order for quick shipping. (d) Lastly, keep a track of the delivery of the goods until Thursday.

The reason why I write this message is to accept the failure, demonstrate readiness to accept responsibility for this failure, and finally outline the remedy plan, which would help to restore trust and keep our business relationship long-lasting.

Prompt

Notes

How do you think your customer is feeling?

“Not keeping our word would lead the client to be frustrated and concerned with the quality and efficiency of our services since he is unable to receive his orders on time.

Why do you think your customer is feeling that way?

Perhaps this scenario resulted in a little inconvenience to the client when it came to the achievement of their deadlines and other related tasks. Being our main customer, they want us to be effective and professional in our undertakings.

What are you trying to accomplish in the email you are sending? In other words, what is your purpose for writing?

I would like to take personal responsibility for this problem, to demonstrate that our company is serious about overcoming problems in a short time, and to earn the confidence of our clients back in us.