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Template For Unit 4 Touchstone - Communication at Work

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471 views4 pages

Template For Unit 4 Touchstone - Communication at Work

Uploaded by

shannonreece66
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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COMM1010: Communication at Work

Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task

Student Name: Shannon Reece

Date:5/25/2024

PART 1: CUSTOMER EMAIL

STEP 1: Review the scenario and email message from your manager.

STEP 2: Write an email message to the customer (no more than two body paragraphs) that
informs them about the new delivery date and the refund to compensate for the inconvenience.
Your message should be limited to no more than 12 sentences or 200 words. Use the following
email template.

CUSTOMER EMAIL TEMPLATE

Subject Line
Redelivery

Good morning, Ms. Renee Colon

I would first like to say that I am truly sorry for the delay in your shipment. We are working very hard to
fix the problem. I am sorry that our customer service is not up to par. We take full responsibility for this,
but we thank you for choosing to do business with us.

Though we cannot take away the frustration you are experiencing, we would like to offer a full refund for
all your delivery costs. We are sending the new shipment to you at no cost. I will send you tracking
information via email as soon as that shipment is out to you. Please allow up to 3 business days to
receive your shipment. You are very important to us, and we are working hard to ensure this never
happens again.

Thank You,

Shannon Reece

Customer Service Specialist


STEP 3: Review your message to ensure that:

● It includes information relevant for the customer, including the purpose of the email and
how the errors will be addressed.
● It emphasizes important points using style mechanics common in professional writing.
● It uses professional language and tone appropriate for a response to an important
customer.

PART 2: COMMUNICATE A TIME-BASED TASK


STEP 1: Review the scenario and email message from your manager. Also review the to-do
items that need to be completed and their deadlines in the chart below.

Goal Task Due Date Status

Inform customer Email Renee Colon Monday To do

Inform relevant Contact Accounts Monday (end of day) To do


departments Receivable (AR)

Contact Shipping Monday (end of day) To do

Refund customer AR issues refund to Tuesday To do


customer

AR does not charge for Tuesday To do


replacement

AR send confirmation to Tuesday To do


customer

Ship replacement Package is expedited Wednesday To do


package

Tracking info sent to Wednesday To do


customer

STEP 2: Based on this information, you will need to communicate an internal plan regarding the
refund and redelivery of the shipment by drafting a message to your colleagues in the Accounts
Receivable and Shipping Departments. Your message should clearly identify who has what task
and the time frame for completion.

Select an appropriate tool from the following list to communicate this message to your
colleagues. Explain why this would be an effective tool for this purpose.
Tool Options (Select one):

● Chat message (e.g., Slack, Microsoft Teams)


● Email (e.g., Microsoft Outlook)
● Video Message (e.g., Webex, Zoom)
● Text message (e.g., Android of iOS text messaging)
● Voicemail (e.g., Conference phone, cell phones / smartphones, Google Voice)

Tool Selected
Email

Why is this an effective One message sent to the team


tool for the purpose of
the message?

STEP 3: Use the following template to construct your message. Format it appropriately for the
tool you have selected. If you selected a video message or voicemail tool, provide a written
transcript of your message below. Your message should be limited to no more than 12
sentences or 200 words.

TEAM MESSAGE TEMPLATE

Fellow Teammates,

Customer satisfaction is our top priority. For this reason, we take pride in making sure

that customers are always happy with their purchases and our customer service.

Supervisor Sara informed me that one of our loyal customers, Renee Colon, has yet to receive

her package as of this past Friday. As a result, the delivery is more than three days late. This

incident requires our immediate attention and must be rectified and expedited.

The following timeline is expected as follows:

1. Accounts Receivable will process a full order refund, including delivery charges.

A team leader should send an email with confirmation of reimbursement to the

customer no later than Tuesday.


2. The shipping department will expedite a replacement order to the customer with no

additional charges by Wednesday.

3. Finally, the shipping team will send the customer a detailed email with tracking information by
Wednesday.

Your dedication and prompt action in addressing this issue are not only valued but also crucial in
maintaining our customers’ trust and satisfaction. Your efforts are greatly appreciated.

Thanks,

Shannon Reece

Customer Service Specialist

STEP 4: Review your message and make edits to ensure that:

● It clearly identifies who has what to-do item and by what time it needs to be completed.
● It emphasizes important points.
● It uses professional language and tone appropriate for internal communication with
coworkers.

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