Business Communication: Analysis of Refund Request and Response Report

This assignment presents a business communication report centered around a refund request scenario. It includes an analysis of an email and a letter composed in response to a customer's complaint. The email and letter demonstrate effective communication strategies, including apologies, acknowledgements of customer loyalty, and offers of a full refund. The documents highlight the importance of customer relations and the significance of clear, professional writing in addressing customer concerns. The report also explores the challenges of product misuse and the company's responsibility to provide adequate customer education. Overall, the assignment provides a practical example of how to handle customer issues and maintain positive business relationships through effective communication.

Running head: BUSINESS COMMUICATION 1
Business Communication
Name
Institution

BUSINESS COMMUICATION 2
Email
TO: MRS. HENRITA DANIELS
FROM: KATHRYNNE SMITH
DATE: MAY 15, 2019
SUBJECT: RE: YOUR REFUND
I would like writing to you this email in response to your email I received yesterday. I hope you
are okay and the good Lord has taken care of you well. First and foremost, I would like to
sincerely say sorry to you for the ordeal you went through following the purchase you had made
from our company. Kindly, accept my apology because it was not deliberate or intended.
A thorough review of our customer records reveals that you are one of our loyal clients who have
stood with us for many years. Here, we value all clients, treat them with dignity, and always do
our best to satisfy all their demands. That is why, in our production system, we keep on
embracing and adapting to modern trends in technology. I would like to thank you for being
loyal to us all through. However, I must acknowledge that what happened to you is not
experience to expect from us. Whenever you come to our company, you should get value for
your money.
In this regard, as an organization, we have made a decision to give you a full refund as requested.
It is one way of addressing your concern, appreciating you, and reciprocating for the good you
have been doing to our company all along. However, I would like to humbly let you know that
the success in the use of our product is subject to the directives and guidelines issued by us. In

BUSINESS COMMUICATION 3
this regard, next time, ensure that you read, understand, and strictly follow all the guidelines for
each product. Thanks.
Kathrynne Smith,
Customer Relations Officer.

BUSINESS COMMUICATION 4
Letter
KATHRYNNE SMITH,
BRADFORD’S DEPARTMENT STORE,
(INSERT YOUR ADDRESS)
(INSERT YOUR CITY, PROVINCE, AND POSTAL CODE)
MAY 15, 2019.
MRS. HENRITA DANIELS,
(INSERT CITY, PROVINCE, AND POSTAL CODE)
Dear Madam,
RE: YOUR REFUND
I salute you. I am writing to you this letter regarding your later dated May 10, 2019. I hope this
letter fins you in a good health. This letter is a response to the concerns that you had raised to us.
It is true that you are one of our most trusted clients who have stood with the company for a very

BUSINESS COMMUICATION 5
long time. A thorough review of your records revealed that, at no one time, have you ever raised
complaints regarding the quality of our products or services.
That is why, as an organization, we have decided to deliberate over your concern by accepting to
fully refund you the $74.32 that you had spent on the fabric shadesputting it into a wrong.
Nonetheless, we feel that we should let you know that the company is not to blame because you
are responsible for the ordeal. You never adhered to the warning label on the fabric and instead
ended up use. However, as a company, we take full responsibility because we failed to provide
you with adequate education on how to use the product.
It is our hope that the refund is okay and will compensate you for the bad experience that you
had as a result of your association with our company. As an organization, we cannot abandon
you because we believe in the spirit of cooperation, collaboration, and support. That is why we
will do everything it takes to eradicate such challenges in the future by strengthening the
customer education and sensitization program. Thank you and be blessed.
Yours Sincerely,
Kathrynne Smith.