COM FPX 1250 Assessment 3 Part 2 Active Listening: The Six Ws

Who are you writing to?

I am writing this concern to the Shipping Department Manager, with the name John Smith, since he is in charge of all operations relating to shipments, to be able to solve this matter.

What is the problem?

The issue here is that one of our clients, Printables, has yet to get their shipment, and hence the order has been one week late, and the customer is not pleased with it, which has impacted our relationship.

(What tasks still need to be completed? What tasks need to be done by the Shipping Department? What are the steps involved?)

It will be my duty to inform the Shipping Manager about the resolution process and update him about any developments that occur related to the same. The task of the Shipping Department will be to perform the operations that will be required to be carried out. These will involve fulfilling the replacement order at no cost within the period Monday by the end of the day, completing the shipment delivery by Wednesday, providing tracking details of the shipment to the client by Tuesday, and ensuring that the shipment takes precedence. These actions include:

1. Conveying the responsibility of the task to the Shipping Manager.

2. Sending out the replacement order using expedited shipping.

3. It is a provision of tracking information to the customer.

4. Making sure that the shipment reaches you punctually.

5. The actual monetary payment of the freight.

Who is responsible for refunding the shipping fees to the customer?

In this case, the Shipping Manager, John Smith, is under an obligation to guarantee that the client obtains his refund for shipping on Tuesday.

When does the tracking number and replacement order need to arrive?

The client needs to be provided with the tracking number on Tuesday. Also, the replacement order should be delivered to the client by Wednesday.

How will you confirm that the tasks have been completed?

It can be observed by tracking the shipment and making sure that the tracking number has been sent to the client as well. 

Why is this problem urgent and important?

Since this problem is related to a highly valued client who can easily switch to another provider in case of any delay in delivery, it becomes a pressing problem.

How do you think the Shipping Department Manager is feeling?

To my mind, the Shipping Department Manager is desperate due to the numerous postponements in the order delivery and refuses to offer a refund to the customer. The Shipping Department Manager, on the other hand, takes charge of handling the situation.

The manager understands that our clients will not be satisfied with the delays, which is why our company will have a negative image in customers’ eyes. There is the urgency required to complete everything that has to be done so that the tight deadlines should be viewed through the prism of tight deadlines.

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

It is extremely important to make all details clear concerning our expectations regarding the actions of the Shipping Department. To start with, the intent of my email is to set out some steps that we must take in order to resolve the problem.