question archive Draft an Email in which you Respond to a Claim by a Customer The necessary information is described below
Draft an Email in which you Respond to a Claim by a Customer The necessary information is described below
Subject:CommunicationsPrice: Bought3
Draft an Email in which you Respond to a Claim by a Customer
The necessary information is described below.
You are the manager for Custom Wood, Inc a firm making standard and custom-built doors and frames.
Your task is to respond to a claim by a customer, and make the decision if you are going to grant her claim or refuse it.
Situation and Information
You have received an email from Julie Chen, an interior designer, who claims that the oak French doors she recently ordered for a client were made to the wrong dimensions.
Although they were the wrong size, she kept the doors and had them installed because her clients were without outside doors (and your custom doors take two weeks to manufacture and ship). However, her carpenter charged an extra $455.50 to install them because of the size difference made adjustments necessary. She claims that you should reimburse her for this amount, since your company was responsible for the error. You check her order and find that is was filled correctly. In her telephone order, Ms. Chen requested doors that measured 3.13 square metres and that's what you sent. Now she says the doors should have been 3.23 square metres.
Your policy forbids refunds or returns on custom orders. Yet, you remember that at the time you had two new people working the telephones taking orders. It is possible that they did not hear or record the measurements correctly. You don't know whether to grant this claim or refuse it. But you do know that you must look into the training of telephone order takers and be sure that they will verify all custom-order measurements. It might also be a good idea to have your carpenters call a second time to confirm custom measurements.
Ms. Chen is a successful interior designer and has provided Custom Wood with a number of orders. You value her business but aren't sure how to respond. You'd like to remind her that Custom Wood has earned a reputation as a premier manufacturer of wood doors and frames. Your doors feature prime woods, meticulous craftsmanship, and award-winning designs. And the engineering is ingenious.
You think you might mention that you have a new line of greenhouse windows available in three sizes, and will include a brochure.
