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Unit 1 Module 3 Graded Discussion – Availability Ends
For this discussion, imagine that a customer has written to complain about a product that they purchased from your company. Although the item was broken by accident, the customer feels that the product should have withstood the damage. They are seeking a free replacement; however, your company’s warranty does not cover accidental damage. The customer is upset, and wants the company to stand behind their product.
You will compose your own specific negative adjustment letter (section 15.10.7 and figure 15.15 in the online book) that responds to the request professionally, and with concern for their situation and needs, but which does not offer them a free replacement of the product. You must deal effectively with an upset customer while still adhering to company policy (As long as you do so, you may make your own decisions on how to help them). This post will be graded on the tone of your response, the efficiency of your writing, and how adequately you can handle the situation of satisfying both the customer and the company policy. Your response should be no more than 200 words, and should follow proper business letter format (following the guidelines found in Chapter 15).
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