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9.22 Bad News to Customers: Stuck in Berlin Without a Credit Card (Objs. 1-4)
Current date
Ms. Blair Rhines
68 Riverside Drive, Apt. 35
New York, NY 10025
Dear Ms. Rhines:
Your purchase was rejected because it represented an unusual spending pattern. To prevent
someone from using your card without your permission, we are now using neural-network
technology. This program tracks spending patterns and detects anything unusual. It has been
The technology, however, is not foolproof. Although we try to call as soon as we detect an
unusual purchase, in some cases we cannot reach the cardholder. Because we prefer to err on the
Because of our neural-network technology, you can feel safer about using your Visa card. Please
9.23 Customer Bad News: Bike Is a Lemon (Obj. 4)
Current date
Mr. Pete Dix
30 Estes Court
Waterford, MI 48327
Dear Mr. Dix:
Let me assure you that your experience with your 2014 CVO Softail Convertible, while
distressing, is the exception. These versatile “convertible” machines are a lot more reliable than
The CVO is indeed a top choice in our model line-up this year. Basically, you have bought two
sophisticated motorcycles in one. Most of its outer components, starting with the fairing and
Mr. Dix, please give us another chance to do right by you. Although a new motorcycle cannot be
Please contact Jack Vroman, independent owner of Motor City Harley-Davidson at (248)
Your name
Corporate Communications
9.24 J. Crew Cashmere at Bargain Prices (OBJS. 1-4)
To: <e-mail address of J. Crew customer>
From: J. Crew <staff@jcrew.com>
Subject: Your Cashmere Turtleneck Order
Cc:
Bcc:
Dear J. Crew Web Shopper:
At J. Crew we take pride in offering fashionable clothes at affordable prices. Recently at our Web
To ensure accurate pricing, we double-check all copy material before it is posted to our website.
Occasionally, though, we miss a typo. In the case of this cashmere sweater, that $18 cashmere
The $18 sweater has been removed from your recent order, but you may reorder it for $118 (or
9.25 Disappointed Customers: No Pay Day Without Checks (Objs. 1-4)
Lead a class discussion centered on the following questions. Consider having two students role
play the part of Christopher Bale, sales manager, and customer Rachel Modleska.
a. Should Bale call Modleska or delegate the task to his assistant?
Bale is the sales manager and presumably is the main contact that Modleska has with the
printing company; therefore, it is his responsibility to deliver the news. Under some
b. When should Modleska be informed of the problem? Immediately.
c. What is the best procedure for delivering the bad news?
• Call the individual involved.
In describing the problem and apologizing, Bale might say, “We discovered just this morning
In explaining how the problem occurred, Bale might say that the employee who schedules orders
to be printed misread the promised delivery date for your checks; therefore, he didn’t schedule
your printing order early enough for it to be ready when you requested. Bale might add, “As
In explaining what is being done to avoid recurrence of the problem, Bale might say, “We’ve
instituted a new system to keep this problem from happening again. After the employee does the
In concluding his telephone call, Bale should strive for a positive tone that promotes goodwill:
d. What follow-up to the phone call would you recommend to Bale?
Bale should write a follow-up letter that documents the phone call and promotes goodwill. In
addition, Bale should keep in close contact with Modleska until the problem is resolved. He
9.26 Disappointed Customers: Creepy Crawlies in PowerBars! (Objs. 1-4)
Current date
Ms. Sandy Wheeler
705 South Linn Street
Iowa City, IA 52240
Dear Ms. Wheeler:
Thanks very much for calling us to explain your experience with our PowerBar. Your distress is
This moth is a pantry pest that causes millions of dollars in damage worldwide. It feeds on
grain-based products, such as cereal, flour, dry pasta, crackers, dried fruits, nuts, spices, and pet
We are extremely vigilant in preventing infestation at our manufacturing facilities. We inspect all
Despite our stringent measures, moths may enter our products during the distribution stage. It is
rare, however, for infestations such as you experienced to occur in our bars. Although
You can learn more about the Indian meal moth and how to properly store food products in the
Finally, we are enclosing a check for $26.85 to reimburse you for your purchase. Once again, we
Sincerely,
9.27 Disappointed Customers: Renting a Tank Can Cost You (Obj. 4)
Current date
Dear Mr. Lin:
Thank you for writing to us about your experience in renting a Ford Excursion at our Seattle
Our Budget agents are trained to offer our own insurance coverage to every car rental patron.
We are also keenly aware of the need for speed in delivering vehicles to each of our valued
customers. We consistently rank high in customer satisfaction for our swift counter work and
Because we value you as a Budget customer and feel that we can offer you an unparalleled rental
experience, we are enclosing a coupon for two days’ free rental of a full-size sedan on your
9.28 Credit Refusal: Cash Is King at Twin Cities Athletic Club (Objs. 1-4)
Current date
Ms. Zoë Lanier
3100 South Vista Ave., Apt. 310
Boise, ID 83705
Dear Ms. Lanier:
Thanks for selecting the Twin Cities Athletic Club as your workout choice. We appreciate your
This unique multiservice fitness program is expensive for us to offer because it requires that we
maintain an extensive staff. As a result, a solid credit rating is required of applicants. Your credit
I suggest that you contact Experian, where you may receive a free credit report if you mention
9.29 Bad News to Employees: Bonding Without Spouses and Friends (Objs. 1-3, 5)
Date: Current
To: Staff Members
From: [Your Name], Director, Human Resources
Subject: Nonemployees on Intramural Sports Teams
Several employees recently requested that friends and family members be invited to participate
Currently, our intramural teams are open to all employees of Weyerman. The company has eight
More important, our intramural sports teams give employees regular opportunities to have fun
I hope that employees will invite family and friends to participate as spectators at games and to
9.30 Bad News to Employees: Rising Tuition? You’re on Your Own (Objs. 1-3, 5)
To: Selma Ceviker <sceviker@middletonbank.com>
From: [Your e-mail address]
Subject: Your Inquiry Regarding Tuition Reimbursement
Cc:
Bcc:
Selma,
You’re smart, Selma, in striving to further your education by returning to school to take
additional courses that improve your career skills. Thriving companies are able to offer tuition
As you know, Middleton Bank is facing stiff competition in the banking industry and our profits
Our CEO Christopher Epley joins me in expressing our appreciation for the fine work you are
