Business Communication.Discuss

Business Communication
Name of Student: Hyoseon Im
Name of Professor: Jeanine Aune, Laura Jackman
Due Date: October 16, 2015

Dear Mr. Ramone,
Good afternoon. I trust this finds you well. I am writing to you from Headphones, Inc. you ordered a pair of headphones last week. I deeply regret to tell you that the pair that you received was mistakenly sent to you. Our new employee, Sean Kelly accidentally switched orders. He sent you a pair that was meant for another client. Our company believes in amazing customer service, and this incident does not reflect our nature and beliefs. The company has set goals that aid in developing efficient organizational plans to avert such instances. These goals are used to guide our customer management objectives, establish performance and put in place parameters that are used to measure outputs and customer experience. The company has thoroughly scrutinized its performance plans, developed measurement systems, set goals and assess performance. Our company’s individual performance is aligned to individual employees and team performance to client needs. The company has identified that establishing a variety of acceptable performance parameters is a very effective mode of communication that can raise the customer expectations. The key player in the success of any business is the customer. This is why the company is treating this confusion with the seriousness it deserves. Our clients should be happy with our services; not regret why they decided to enjoy our products. I guarantee that this is not how we do business and such confusion will not happen again. I will personally see to it that shipping of client orders is done correctly, and our clients get what they have ordered for. It is of importance to note that the company sets goals regarding individual and team goals are aligned to customer expectations. Our feedbacks systems have also been set up to ensure there is adequate and timely feedback from our clients. We also reward and recognize those employees who have gone an extra mile to exceed customer expectations. Kindly ship back the package you received to facilitate delivery of the correct pair of headphones.
Good afternoon Sir,
I trust you are keeping well. I am writing to you on behalf of Headphones, Inc. it is with deep regret that I inform you that the package you received was mistakenly shipped to you. One of the company employees accidentally switched the orders during shipping. Our company believes in great customer experience, and this does not reflect what we stand for. The company strives to help the clients achieve what matters to them the most; comfort and happiness. Headphones are used in listening and enjoying music. If there’s one aspect that soothes the soul and mind; it is good music. On behalf of the company, I am so sorry for hindering your comfort and happiness. However, you are welcome to keep the package that you received as we plan to ship the $ 300 deluxe headphones you had initially ordered for. The company values customer interactions, and this is our major motivator for good performance. Gaining loyal clients like you is not easy. That is why we are doing everything we can to ensure you have an awesome shopping experience; one that is not accompanied with regrets. This might seem simple, but the sheer scale of customer loyalty is phenomenal to our company. The $300 deluxe headphones will be shipped to you in the evening, and we hope you have a lovely time enjoying your music. We are anticipating engaging with you more. Have a lovely afternoon.

Dear Mr. Yorke,
I trust you are having a great day today. I am writing this email to address certain customer experience issues. Our new trainee, Sean Kelly, accidentally switched orders while shipping and sent the wrong products to our clients. This was, however, purely unintentional and shall not happen again. He is still catching up with the company processes and soon enough he will have all the information at his finger tips. In the meantime, I think it is best that you arrange for the shipping of the items the clients had initially ordered. The most applicable way to salvage this situation is to use expedited shipping instead of the normal shipping. Time is of the utmost essence here. Our company believes in customer satisfaction, and this should be the focus in all that we do on a daily basis. Your department is highly crucial in ensuring the goals of customer service have been met. This will consequently improve the company’s overall performance and that of individual employees. By ensuring our customers get what they pay for, we will increase customer retention. This also means that more people will want to associate with us due to the good service. Good customer experience enhances our brand image to the public. Any positive efforts towards commendable customer experience are geared towards the positive brand image. One of the major pillars of public relations for Headphones Inc is gaining new customers. This can only happen when we have a positive image. Kindly do what you can to salvage the situation and exceed customer expectations. I appreciate taking your time to read this email to the end. As always, thank you for your continued support.

Memo
From: Customer Service
To: Debbie Harry, Regional Manager
Date: 29th September 2015
I trust that you are all having a great day. To bring you up to speed with the recent occurrences, there was a mix up with some of our clients’ orders. This mistake is being corrected at this point in time. This memo is to provide suggestions on how we should conduct our operations to avert future occurrences. Such occurrences do not reflect the true image of the company and its values. Our individual and team performance should be aligned with what the customers expect of us so as to motivate good customer experience practices. If we do not perfect our customer service skills, the money, time and energy that has been devoted to building this company to what is it today would have been all for nothing. I suggest that all orders that are above $100 to be signed off by the branch manager. This is aimed at reducing the number of mix-ups. This move will increase accountability and scrutiny of orders before they are shipped. There will be increased accuracy too in our operations. However, implementing this option will be time-consuming. Store managers have to ensure that all orders above $200 are signed off, and this will increase our turnaround time. It is important to also not that this will not provide clear-cut solutions to this problem, but it will be a step in the right direction. Another idea of policy change is to alienate orders above $200 from the rest that below that amount. This will enable the shipping personnel pays more attention to the orders. There should also be people designated to specifically check the orders before they are shipped. This will mean that we should hire more people, but it is eventually a good measure for the company. Kindly analyze the above suggestions and decide whether they are viable options. I am looking forward to your response.

Change in Policy Memo
From: Regional Manager
To: All Headphones Inc Employees
Date: 8th October 2015
Subject: Policy Updates
Dear All,
I trust you are all well. The above subject refers. In our efforts to improve customer experience, there have been some changes in the company’s operations, especially in the shipping unit. All orders above $200 will be signed off by the branch manager before shipping to ensure that the customer requests have been carried out correctly. Our customers want us to exceed their expectations. This involves ensuring that they get exactly what they ordered for. There will also be an alienation of orders above $200. These orders will be handled separately, and the categorization will continue as the price commodity rises. For now, this means that we have extra work but the company is hiring a few more hands to smoothen the process shortly. It is important for each one of us to set individual standards in alignment to these changes. There should be high motivation amongst us to serve our clients better and enhance effective performance. Setting specific goals in line with the above changes in the policy will ensure that there is a higher performance in the company. I hope this exciting new journey is exactly what we have been waiting for.