MGMT1201: Business Communication: Crafting a Response to Complaints

This assignment comprises two business communication tasks. The first task involves drafting an email from Kathryn Smith, a customer service manager at Branford’s Department Store, to Mrs. Henrietta Daniels, a customer dissatisfied with fading shades. The email acknowledges the customer's complaint, explains the product's unsuitability for high-humidity environments (as indicated in the product warning), and offers a refund as a gesture of goodwill. The second task consists of a letter from a company president to all employees, notifying them of the firm's relocation from Calgary to Okotoks due to high rental rates. The letter addresses potential employee concerns about the longer commute and lack of personal transport, while highlighting the benefits of the new facility and assuring job security. The assignment also includes a reference list.

Business Communication
Student’s Name:
Student’s ID:

1
Email
Dear Henrietta,
I am sorry that you have an unpleasant experience with us for two months. I completely
understand that you did not like our shades you bought from our store Branford’s Department
Store. You have a complaint that you are upset with our products. The color of the shades has
begun to fade, and as you are not satisfied with our shades, you want a refund from us. We take
great care that proper products are delivered to our customers and hold our stores to a high
standard. But it seems that we fell short in your case.
I checked the itemized bill of your purchased products and found the model of shades. I
analyze that you must have large windows in your bathroom as the size of the shades is 64" by
32". But the products come with a warning "The imported fabric in this shade makes unsuitable
for use in areas of high humidity (Stevens, Spaid, Breazeale & Jones, 2018). So these shades
were not suitable for your bathroom use. As you are our loyal customer for a long time, so we
have decided to refund you $74.32 for two shades. It will be processed in your bank account in
the next two days.
If you are still searching for the right shades, let us know. We will be happy to present
you some of our other alternatives and see if you like it not. In the meanwhile, thank you for
using our products. We hope to connect with you again very soon.
Sincerely,
Kathryn Smith
Customer Service Manager

2
Letter
From: President
(Address)
Date:
To
All Employees
(Address)
Subject: Notification of changes in the firm for relocation
Dear all,
We want to inform you all about the changes in our office. It is about the upcoming
expropriation of our firm to construct a new condominium. We hope that all out staffs will read
the schedule properly and support the changes.
Here are the proposed changes:
 Our office will relocate to Okotoks from Calgary several kilometers away from
the main office due to high business rental rates and property taxes in Calgary
 The new building is a state of art facility with large parking space and easy to
access public transport
We know that the news of changes is sudden for all of you. We know that many staffs
might face problems due to the changes as many of them line in a walking distance of the present
office. Another issue is that some of the employees does not have their personal cars for 50 km
travel to the new location (Szalavetz, 2016). But the good news is that less rental fees and an
increase in square footage will not lead to another layoff in the future.

3
Although we know that the changes are unexpected, we feel that the decision will be
welcomed and supported by you all in the best interest of the firm. We hope that all the staffs
will notice the changes. We are looking forward to all our staffs welcoming our decision and
request them to support our changes in our firm.
Sincerely,
President

4
References
Stevens, J. L., Spaid, B. I., Breazeale, M., & Jones, C. L. E. (2018). Timeliness, transparency,
and trust: A framework for managing online customer complaints. Business
Horizons, 61(3), 375-384.
Szalavetz, A. (2016). Post-crisis developments in multinational corporations’ global
organizations. Competition & Change, 20(4), 221-236.