Strategic Workplace Communication: eCruizers Recall and Response

This assignment analyzes eCruizers' communication strategy in response to a battery recall for their BT105 e-bike model. The student, acting as the Communications Manager, crafts a customer notification letter, an email to retailers, and addresses the recall process. The documents demonstrate how to inform customers about potential hazards, outline the steps for battery replacement, and offer compensation. The assignment emphasizes the importance of clear, concise, and strategic communication in crisis management, including the use of email memos, subject lines, and structured letter formats. The goal is to mitigate the situation, maintain customer trust, and ensure a smooth recall process, including providing replacement batteries and vouchers. The student focuses on the practical application of workplace communication principles in a real-world business scenario, ensuring all stakeholders are informed and the recall is handled effectively.

Running head: STRATEGIC WORKPLACE COMMUNICATION
STRATEGIC WORKPLACE COMMUNICATION
Name of the Student:
Name of the University:
Author’s Note:

1STRATEGIC WORKPLACE COMMUNICATION
Task 1: Letter
16 March 2020
4691 SM Tholen, Zeeland
Notification of potential hazards of the battery and replacement for the safety purposes
Customer Number: 1254102/BH/41521
Tēnā Koe Mrs. Molly Smith
Reference details: Purchased eZeeRiders BT105 on 5th March 2019
In due course of time, the manufacturer of eZeeRiders had noticed a fire risk on all the
models of eZeeRiders BT105 batteries that were sold between February and August 2019. It
was investigated that the defects can cause the battery to heat up and, thus, potentially catch
fire while in charging mode. Two cases have been reported in which the battery has caught
fire; as a result, the company is launching a voluntary recall of the model. This is an aspect
that may be harmful or affect the health and safety aspect of the customer in a negative
manner. Therefore, we have to protect you from such potential hazards in the current
situation. The customer is kindly requested to follow the steps mentioned below in order to
receive a new and working battery as a $100 voucher as compensation due to the
inconvenience caused to him or her during the period of repair.
The following steps need to be conducted by all the customers who had brought eZeeRiders
brand model BT105:
 In case you suspect that your battery is affected then kindly do not charge it

2STRATEGIC WORKPLACE COMMUNICATION
 The next step is to check the serial number that is present on the backside of the
battery for assessing the bike belongs to the same model (BT5). The serial number is
BT105-BATT
 If your battery is affected and belongs to the same serial number, kindly contact the
retailer that is eCruziers, whose stores are present in Dunedin, Wellington, and
Auckland, which were are convenient for you. A replacement will be arranged against
your defective battery.
 It should be noted that you should not panic, as there is no risk associated with the
customers riding the model BT. It can be generally used without charging the battery
until it is being discharged.
Kindly conduct the actions as soon as possible and do not forget to ask for the voucher of
$100 as compensation. If you have any queries related to this, please contact our Customer
Service Team on 0166 234 858 between 10 AM to 7 PM from Monday to Saturday or write
to us @ [e-mail]. We will be happy to help you.
Ngā mihi,
Yours sincerely,
(Signature of the authority in concern)
Communications Manager
eCruizers

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Task 2: Email
From: Name of the Communications Manager
Sent: Monday, 12 March 2020 1:54 PM
To: Name of the retailers of eCruizers in different stores
Cc: S. Park; F, Smith; D. Gamble
Subject: Informing about communication to customers and process need to follow to respond
to the recall
Dear D. Marsh, F. Gilchrist, A. Feekery
This email is to inform you that all the customers who had brought eZeeRiders BT105 model
bikes whose battery was affected as the battery gets heated up during charging are informed
about the recall program. A letter has been sent to each of the customer as per the record,
stating the actions that need to be followed as well as to report the issue to the nearest retail
store as soon as possible where they will be given a replaced battery that will full working in
return of the faulty battery and $100 voucher. The voucher is compensation for giving a
defective battery to the customer. Kindly note that information needs to be passed on to the
staff working in the stores about the recall and respond to it as per requirements with respect
to recall, replacement of the battery, and offering voucher.
Kindly note the following prior to offering a new battery and compensation voucher:
 Check the bill of purchase of the customer
 Check the letter send to the customer (can be in digital form or printed form)
 Check the serial number BT105-BATT behind the back of each battery
 Recheck the date of purchase which should be between February and August of 2019

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After confirming the aspects, the customers should be given a ticket for acknowledgment by
the retail manager. This ticket needs to be shown to get the replacement battery and the
compensation voucher to each of the affected customers, as discussed over the meeting
conducted on 15 March 2020.
It is expected that this will not affect the present sales of the products in the stores and
effective allocation of human resource need to be done that will allow in conducting the
program in a smooth and effective manner over the period of time. The strategic management
needs to be implemented by us in this crisis to mitigate the situation with a stipulated
deadline effectively.
Thanking you,
Warm Regards,
Name and Signature of the Communications Manager of eCruizers
Email Id of the concerned person
Contact detail of the involved person