MGMT1201: Customer Service: Routine Message Addressing Dissatisfaction

This assignment comprises two business communication tasks. The first task involves drafting a response to an unsatisfied customer, Mrs. Henrietta Daniels, who complained about the poor quality of window shades she purchased. The response, written from the perspective of Kathryn Smith, a customer service representative, acknowledges the customer's dissatisfaction, explains the possible misuse of the product, offers a full refund, and attempts to restore goodwill. The second task involves drafting an internal communication from Mr. Alex Mackinon, President of Brookburn Insurance, to all employees, informing them about the company's relocation from Calgary to Okotoks. The message apologizes for any inconveniences caused by the move, highlights the benefits of the new location, and assures employees of job security and continued wages.

TO: Mrs. Henrietta Daniels
FROM: Kathryn Smith
DATE: 14/05/2019
SUBJECT: Apology for dissatisfying product
Hello, I have received your concern about a product that did not satisfy your expectation
and I hereby wish to send an apology for this disappointment.
I wish to remind you that the shades we sold to you were of the right quality based on our
brand for high quality products. Our company deals with high quality products that are ISO
satisfied in terms of quality standard and contain a registered mark of quality. The issue with the
shades you bought is that you used them in the wrong place. They are meant for areas of low
humidity and not a bathroom windows since the area is highly humid. You were supposed to get
a manual for use of the shades since most of our products have them, but if you got none, I
apologize for this. The shades also have a tag with the inscription of use unless you ignored the
directions. However, we value our customers especially those that are loyal to us like you have
been. Since you never disappoint us, we extend this form of behaviour and wish to have your
money ($ 74.32) refunded fully. We take the misunderstanding to be our responsibility. We will
be sending you the money soonest as we apologise for the inconveniences caused. I am sorry for
the embarrassment. Take the chance to try our products again since they never disappoint unless
they are misused.
You are welcome again, but please request for user manuals for all the products you
purchase from us as they are free.
Sincerely,
Kathryn Smith

To all employees,
Brookburn insurance,
P.O Box 222-333,
Calgary-Alberta
May 14th, 2019.
Mr. Alex Mackinon,
President- Brookburn insurance,
P.O Box 22222-33333,
Calgary-Alberta
Dear Sir/Madam,
RE: RELOCATION TO OKOTOKS
I take this chance to salute you hoping you have been well. This letter comes to inform you of
the proposed move of our office from Calgary to Okotoks.
The reason for this move is based on the high corporate rental rates and property taxes in this
downtown area compared to the newly proposed premise in Okotocs. Based on this I take the
chance to apologise for any inconveniences that will came as a result of this move. Since the
place is a bit distant from here, our employees are advised to relocate and check residency in our
new area or simply commute to the place for those who wish to remain. However, do not get
discouraged for this decision brings to you some benefits. The low-rise building we wish to
relocate is a state-of-the-art facility. The place has ample parking and is also an easy access to
public transit. The increased square footage and the money that we save as a company from the

cheaper rental fees mean that we have no layoffs due to the relocation. We are moving in with all
the workers including their normal wages.
Please embrace the change as we work to achieve our company objectives and goal. I hope there
is less inconveniences caused and I apologise for this. Thank you.
Yours faithfully,
Mr. Alex Mackinon