Question

Написать е-майл. Compose an email in the adjacent textbox according to the specified format. Your name is Linda Roberts. You work at Vebbkart Inc., an e-commerce company, as a customer sales executive (CSE). You receive a call from a customer. He has purchased several products through your online portal. Approximately three months ago, he ordered a hair-dryer and found it to be defective. He wants to return it for a refund. You inform him that company policy does not allow returns after two weeks. He becomes quite angry and demands to speak to your manager. Draft an email to your manager, Sarah Jenkins ([email protected]), explaining the situation and asking for her advice.

Answer 1

Compose an email in the adjacent textbox according to the specified format.

Ответ:

To: [email protected]

Subject: Request for Advice on a Customer Complaint.

_____________________________________________

Dear Sarah,

I hope this email finds you well. I am writing to seek your advice on a customer complaint that I received earlier today.

As a customer sales executive (CSE) at Vebbkart Inc., I received a call from a customer who purchased several products through our online portal. The customer informed me that he had ordered a hair-dryer approximately three months ago, and he found it to be defective. He wants to return the product for a refund.

However, when I informed him that our company policy does not allow returns after two weeks, he became quite angry and demanded to speak to you, our manager. Unfortunately, I was unable to calm him down and he hung up the phone.

I would appreciate your advice on how to handle this situation. Should we make an exception to our policy and allow the customer to return the product for a refund? Or should we stick to our policy? I am seeking your guidance on how to best handle this situation.

Thank you for your time and attention to this matter. I look forward to hearing your thoughts.

Best regards,

Linda Roberts

________________________________________________________

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Answer 2

Subject: Urgent: Customer Complaint - Request for Manager's Advice

Dear Sarah,

I hope this email finds you well. I am writing to bring an urgent matter to your attention regarding a customer complaint that escalated during a phone call.

Earlier today, I received a call from a customer named Mr. John Smith, who purchased multiple products from our online portal approximately three months ago. During the conversation, he informed me that one of the products he bought, specifically a hair-dryer, turned out to be defective. Mr. Smith expressed his desire to return the hair-dryer and receive a refund.

As per our company policy, we only accept returns within two weeks of the purchase date. Regrettably, I had to inform Mr. Smith about this policy, which unfortunately did not sit well with him. He became quite angry and demanded to speak to a manager to resolve the issue.

Given the circumstances, I believe it is necessary to seek your guidance on how to handle this situation effectively. It is essential for us to maintain a good customer relationship and find a suitable resolution for Mr. Smith, while still adhering to our company policies.

I kindly request your advice on the best course of action in this case. Should we make an exception to the return policy considering the time elapsed since the purchase? Alternatively, would you recommend any other measures to mitigate the customer's dissatisfaction?

I understand the importance of addressing this matter promptly and ensuring a satisfactory resolution for Mr. Smith. I appreciate your expertise in handling such situations and would be grateful for any insights or instructions you can provide.

Thank you very much for your attention to this matter, Sarah. I look forward to hearing from you soon.

Best regards,

Linda Roberts Customer Sales Executive (CSE) Vebbkart Inc. [email protected] Phone: XXX-XXX-XXXX