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Solutions – Chapter 6 ⚫ 18
6.16 Direct Claim: Iron Gate Repair
Current Date
Mr. Jin Ree
Chung Iron Works
2255 NW Yeon Avenue
Portland, OR 97210
Dear Mr. Ree:
Subject: Gate Installed on August 20 at 921 NW 23rd Avenue, Portland, OR 97210
We would like your help with a gate that was installed last August on one of our commercial
properties at 921 NW 23rd Avenue, Portland, OR 97210. The gate was fine at first; it opened,
closed, and locked without a hitch. Now, however, the gate opens, closes, and locks only after
major effort and only if operated by someone with real muscle.
Solutions – Chapter 6 ⚫ 19
6.17 Direct Claim: Righting a Wrong
Current date
Ms. Alicia Stevenson
Customer Service Department
Avery Dennison Office Products
Diamond Bar, CA 91765
Dear Ms. Stevenson:
Please send me a new box of laser labels or refund three quarters of the purchase price for a box
of labels that will not work in my printer.
On March 3 I purchased a box with 100 sheets of Avery Laser Labels (No. 5166). The cost was
$36.99 plus tax. I used 25 sheets immediately, and they worked well in my laser printer. Then I
put the box away and didn’t need it again until June 14. At that time the labels would not feed
Solutions – Chapter 6 ⚫ 20
6.18 Adjustment: Shipping Art Can Be a Stretch
To: Gregory Karipidis <gkaripidis@southeastequitybank.com>
From: Your Name
Subject: Your Message Regarding Your For Art’s Sake Painting
Cc:
Bcc:
Dear Mr. Karipidis:
We agree that your newly purchased painting for your executive offices should have arrived
without sags in the canvas, and we urge you to engage a local framing shop to restretch it.
When any For Art’s Sake painting is shipped, we encase it in three layers of protection: two
layers of convoluted foam and one layer of Perf-Pack foam. These multiple layers work together
to provide superior shock absorption and guard your art from bumps and scrapes during
shipping. However, the shipper may have laid the package down instead of standing it, thus
Solutions – Chapter 6 ⚫ 21
6.19 Adjustment: GPS Rental Nightmare
Current date
Ms. April Schmitz-Fidalgo
Sales Manager
KPC Construction, Inc.
5900 East Speedway Blvd.
Tucson, AZ 85711
Dear Ms. Schmitz-Fidalgo:
Immediately after reading about your plight, I authorized a credit of $60 to your corporate
account #3053-359-797. Let me assure you that what you have experienced is highly unusual for
our company. Please accept my heartfelt apologies for the poor treatment and delays.
Naturally, I investigated what may have caused the communication lags and other irregularities.
It turns out that the Colorado Springs Airport branch is an independent franchisee. Upon
Solutions – Chapter 6 ⚫ 22
6.20 Richard Branson Sends a Goodwill Message to the
People of Ghana
This sympathy message fulfills all five Ss. Although Branson briefly talks about himself, it is to
create a personal context for his sympathy note as he reminisces about when he met the deceased
president and spent time with him. The tone is caring and genuine. Branson praises President
6.21 Thanks for a Favor: Expressing Appreciation for Business
Etiquette Training
Current date
Ms. Pamela Eyring, Director
The Protocol School of Washington
P.O. Box 676
Columbia, SC 29202
Dear Ms. Eyring:
Once again we would like to thank you for your fascinating etiquette talk and demonstration at
XYZ College on October 15. We value your taking time from your busy schedule to speak to an
audience of students on the important subject of soft skills.
Thank you for lessening our fears of dining. We now know which forks and knives are
appropriate with specific types of food and individual courses. Before your presentation, we
Solutions – Chapter 6 ⚫ 23
6.22 Responding to Good Wishes: Saying Thank You
Current date
Dear Brad:
I appreciated very much receiving your good wishes at the time of my graduation. It made me
