Business Communication: Customer Service Report and Analysis

This report analyzes a business communication scenario involving a customer complaint about a product. The scenario involves a customer who purchased shades and is dissatisfied because they are not suitable for the bathroom due to humidity. The report examines the company's response, which includes a detailed explanation of the product's limitations as stated on the product tags, and emphasizes that the customer should have read the tag before making the purchase. The company, however, decides to offer a refund of $74.32, prioritizing customer satisfaction over the product damage. The report highlights the importance of clear communication, product information, and customer service in maintaining customer relationships. The bibliography includes a reference to a research paper on gaining customer experience insights.

Running Heed: BUSINESS COMMUNICATION
BUSINESS COMMUNICATION
Name of the Student
Name of the University
Author Note

Business Communication
Sender:[e-mail]
To: Mrs. Henrietta Daniels
Date: 05.16.19
Subject line: Response to customer for justifying the sale of the product.
Providing the customer information written on the tag that she did not read
and clarifying that the purchasing decision was influenced by none other
than the customer herself, making the customer realize that there is no
fault on the part of the company and assurance for a refunded of $74.32 to
the customer stating that the company values the problem faced by the
customer more than the damage in the product caused unintentionally by
the customer herself.
Dear Customer,
I have checked your itemized bill. I have found that, the model of shades that you have
purchased is actually made for a place where there is less humidity. This information was already
provided in the tags attached with the shades. According to the information printed on the tag,
the shade is 64 inches long by 32 inches wide. Moreover the tags attached with these types of
shades contain a warning message. It is evident from the warning message that, the fabric used in
these shades is imported. The warning message states that, the fabric is of good quality and may
get damaged, if used in the areas of high humidity, for example- bathroom windows. Hence, it is

Business Communication
clear from the warning message printed on the tags that, these shades are not suitable for
bathroom windows. Bathroom windows are smaller as compared to other windows in a house.
Hence, bathroom windows will require a smaller shade. You should have realized that at the time
of purchasing such a larger window shade. Also, it would be better, if you would have read the
instructions provided on the tag attached with the shades, before making purchasing decisions. It
is true, that you had no intention to damage the product, but the colors of the shades have been
faded due to the existence of a high level of humidity in your bathroom. As you are our loyal
customer for several years, we will love to see you satisfied and happy as well. Hence, the
company values your problem more than the damage in the product caused unintentionally. This
is the reason why we have decided to refund the amount you have paid for the model of shades.
The amount which will be refunded to you is $74.32.

Business Communication
Bibliography
McColl-Kennedy, J. R., Zaki, M., Lemon, K. N., Urmetzer, F., & Neely, A. (2019). Gaining
customer experience insights that matter. Journal of Service Research, 22(1), 8-26.