COM FPX 1250 Assessment 2 Active Listening: The Six Ws

Student Name

Capella University

Prof. Name

Submission Date

Go over your evaluation of your manager’s voicemail. Next, think about what, how, and why you should communicate to the customer and make notes in the boxes underneath.

Six Ws	Notes
Who are you writing to?	I would be sending out an email to Sara Robins, Printables’ manager. Printables is one of our top clients, and therefore it is imperative that we send an email concerning this issue.
What is the problem?	We had a special order for our valued customer (Order #78452) that has been delayed for over a week because of shipping problems. This problem has put our customer at loggerheads with us.
What responsibilities do others in your organization have?	My duty here is to address this issue instantly by sending a letter to our dear valued customer, in which I can apologize for the delay, provide details of the cause of the delay, and make sure that the problem is rectified promptly. But it’s the duty of the logistics and delivery department to make sure that the products arrive by Thursday to the esteemed customer.
When will the problem be corrected?	It will be cleared when the shipment of the goods by Thursday is completed.
How will the problem be addressed? What are the steps involved?	To resolve the issue, the following will occur: (a) Apologize to the customer and inform them of the issue. (b) Secondly, as a result of the issue with the shipment, a refund of the amount spent will be issued. (c) Thirdly, reship the order via quick shipping. Lastly, keep an eye on the goods being shipped until Thursday.
Why are you sending the customer a message?	The reason why I am writing this message is to acknowledge 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.

In addition, consider the following:

Prompt	Notes
How do you think your customer is feeling?	“Not keeping our word would lead the client to be frustrated and concerned about 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.