Humanities
Kent State University Customer Care Manager Letter

Kent State University

Question Description

I’m studying and need help with a English question to help me learn.

hey I already put the file below. And just follow the file writing. thank so much

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Writing Assignment #2 – Responding to a Complaint Letter Background You are the Customer Care Manager at Summit Airlines. This airline specializes in Caribbean vacations and promotes a “worry free vacation” with the tagline of “Leave the Details to Us”. When you checked your mail this morning, you found the following letter. Customer Care Manager Summit Airlines PO Box 1001 Miami, FL 33101 Michele Wu 234 Depeyster Street Kent, OH 44240 January 15, 2019 Dear Customer Care Manager: I have taken several vacations to the Caribbean using Summit Airlines, but a recent experience on our last trip has me concerned about using your airline again. On January 11, 2019, a Friday, my partner and I had been enjoying a one-week stay in St. Thomas, US Virgin Islands. On our last evening, I received a text from Summit that our flight home to Cleveland the next day had been cancelled. Because we had to return due to work obligations, I quickly called to see why the flight was cancelled. The Summit representative explained it was due to weather. However, it was about 20 hours until the flight and there was no weather alert for either St. Thomas or Newark, New Jersey where we were first landing. When I asked the agent why the Cleveland leg of the trip was cancelled so early, she said “the plane to Cleveland from Newark is a smaller regional jet”. That still didn’t make sense to me, but we decided to at least get to the US and sort things out in New Jersey. Saturday, we boarded our plane in St. Thomas and flew to Newark as scheduled. It was snowing, but very lightly so we hoped the weather was no longer an issue. However, the flight to Cleveland was still cancelled, despite regular take offs and landings at Newark, and no weather watches were in the media. We were forced to stay at a hotel in Newark for the night at our own expense ($200) and return to the airport for a Sunday morning 6 am flight to Cleveland. We were charged for a luggage a second time ($50). The 6 am flight was delayed until noon. No explanation was given. As we were finally boarding the plane, we joked with a pilot who was watching the plane being pulled to the gate by an aircraft tug. We asked if took so long because they dragged the plane to Newark from somewhere else! The pilot, in an unguarded moment, said the reason this flight was late was a labor issue with the maintenance crew, and the Saturday flight to Cleveland was cancelled because they didn’t have a flight crew available. We were given misinformation from the beginning and are out $250, plus meals and overall inconvenience. What can Summit Airlines do to make this situation right? Sincerely, Michele Wu Instructions Write a response letter to the customer to address the issue. You want to keep the customer, but need to provide an explanation, an apology and possibly some sort of compensation. Use a complete letter with addresses, date, salutation, paragraph, closing and signature line. Use your own name as Customer Care Manager. Follow the format for a standard business letter and limit to one page. Submission Save your file as a Word (.docx) file and submit it to the assignment dropbox located in Blackboard. Be sure to include your name in the name of the file (ex. Writing Assignment 2_Smith.docx) Principles of Management - Writing Assignment Rubric Style and Tone No Performance (F) 0% Content Development 0% Logic and Organization 0% Spelling and Grammar 0% Novice (D) Advanced Novice (C) Proficient (B) Expert (A) 15% 18% 22% 25% Demonstrates a HARDLY any understanding of context, audience, purpose, style, and tone. Demonstrates a MINIMAL understanding of context, audience, purpose, through style and tone. Demonstrates ADEQUATE understanding of context, audience, and purpose through style and tone. Demonstrates a COMPREHENSIVE understanding of context, audience, and purpose through style and tone. 15% 18% 22% 25% Uses appropriate and relevant content to develop ideas in FEW parts of the work. Uses appropriate and relevant content to develop ideas throughout SOME of the work. Uses appropriate, and relevant content to develop ideas throughout MOST of the work. Uses appropriate, and relevant content to illustrate mastery of the subject, throughout the WHOLE work. 15% 18% 22% 25% Demonstrates HARDLY any execution of conventions particular to a specific writing task. Demonstrates a MINIMAL execution of conventions particular to a specific writing task. Demonstrates an ADEQUATE execution of conventions particular to a specific writing task. Demonstrates a COMPREHENSIVE execution of conventions particular to a specific writing task(s) (including logic and organization, content, presentation, and formatting) 15% 18% 22% 25% Uses language that generally conveys meaning to readers although clarity impeded by MANY ERRORS. Uses language that generally conveys meaning to readers although clarity impeded by MULTIPLE ERRORS. Uses clear and concise language that generally conveys meaning to readers with clarity but has a FEW ERRORS. Uses clear and concise language that conveys meaning to readers with clarity and is VIRTUALLY ERROR FREE. Writing Assignments in MGMT 24163 Assignment #2: The Professional Letter Answering a complaint Writing Assignments in Management 24163. Assignment #2: The Professional Letter ‐ Answering a complaint. 1 Why would you write a professional letter? • It is a form of professional communication, both negative and positive. • It is the way to communicate official business. • It serves as a formal record. • It can be used in legal discovery. • It can set a tone of how you will be perceived by the reader. Other types of professional letters: Cover letter for a job/internship • Feedback • Announcements • Changes • Explanations • Requests • • In order to get a perfect score, you should make sure that your submission reflects the following: Why would you write a professional letter? It is a form of professional communication, both negative and positive. It is the way to communicate official business. It serves as a formal record. It can be used in legal discovery. It can set a tone of how you will be perceived by the reader. Other types of professional letters: Cover letter for a job/internship, Feedback, Announcements, Changes, Explanations, or Requests. In order to get a perfect score, you should make sure that your submission reflects the following: 2 Absolutely no typos (typographical errors) • Use spell check, grammar check, read out loud. • Read backwards for spelling. No formatting errors such as: • Double spacing the whole document, • Not having an extra space between single-spaced paragraphs, • Indenting paragraphs, • Really large or really small font sizes, • Letters that are longer than one page. No logical errors. Make sure the person in the address is the same one in the Salutation/Greeting. Watch verb tenses and ‘person’ (First/Second or Third). Provide contact information. Use your full name, an address and email and/or phone for follow up. Use complete sentences. Use a professional tone. Absolutely no typos (typographical errors). Use spell check, grammar check, read it out loud. Read backwards for spelling errors. No formatting errors such as: Double spacing the whole document, Not having an extra space between single‐spaced paragraphs, Indenting paragraphs, Really large or really small font sizes, Letters that are longer than one page. No logical errors. Make sure the person in the address is the same one in the Salutation/Greeting. Watch verb tenses and ‘person’ (First/Second or Third). Provide contact information. Use your full name, an address and email and/or phone for follow up. Use complete sentences. Use a professional tone. 3 Grading and Rubrics Total assignment value will vary by each professor. 4 areas of measurement: 1. Style and Tone 2. Content Development 3. Logic and Organization 4. Spelling and Grammar Grading and Rubrics Total assignment value will vary by each professor. There are 4 areas of measurement: 1. Style and Tone 2. Content Development 3. Logic and Organization And 4. Spelling and Grammar 4 Structure of a Business Letter Address of Sender Your address and contact information Date in standard format: March 3, 2017 Inside address of Recipient Name and title Department Company Address Salutation Dear Mr. Jones: Dear Ms. Smith: Dear Jamie Johnson: (if gender is unknown) Body of letter (usually 3-4 paragraphs) Closing Sincerely, Your full name Yours truly, Enclosures Enc. This is the structure of a business letter. The Address of Sender, the Date in standard format, the inside address of the recipient, a salutation, the body of the letter, a closing, and if applicable, enclosures. 5 Common problems with Content Development • Address the customer and explain who you are. Briefly summarize the situation for reference. (who/when/where/why) • It is up to you whether or not to give a reason for why this situation occurred. • Use the letter to express your appreciation for the customer’s business and your goals to maintain their relationship with you. Common problems with Content Development. Address the customer and explain who you are. Briefly summarize the situation for reference. (who/when/where/why) It is up to you whether or not to give a reason for why this situation occurred. Use the letter to express your appreciation for the customer’s business and your goals to maintain their relationship with you. 6 Common problems with Logic and Organization • The name in the recipient's address needs to match the name in the salutation/greeting. • In the salutation/greeting, use a colon (:) in professional letters and a comma (,) in personal letters. • Don’t be too familiar or casual. Better to use a Title (Mr./Ms.) and last name. Common problems with Logic and Organization. The name in the recipient's address needs to match the name in the salutation or greeting. In the salutation or greeting, use a colon in professional letters and a comma in personal letters. Don’t be too familiar or casual. Better to use a Title (Mr. or Ms.) and last name. 7 Common problems with Logic and Organization –cont. • Single space the paragraphs and double space between paragraphs. • Break the discussion into readable paragraphs. Don’t write one large block of text. • Unless you're sure, use "Ms." instead of "Mrs." • Use the standard format for the date: April 2, 2019 Common problems with Logic and Organization –continued. Single space the paragraphs and double space between paragraphs. Break the discussion into readable paragraphs. Don’t write one large block of text. Unless you're sure, use "Ms." instead of "Mrs.“ or “Miss” Use the standard format for the date. 8 Common Grammar problems • Capitalize titles and names: job titles, products, names, companies. • When listing items in a series, make sure the word construction is parallel. • Make sure that verbs and nouns are in agreement. • Be careful with long sentences that have a lot of clauses. Just because they are long doesn’t mean they are complete. Common Grammar problems. Capitalize titles and names: job titles, products, names, companies. When listing items in a series, make sure the word construction is parallel. Make sure that verbs and nouns are in agreement. Be careful with long sentences that have a lot of clauses. Just because they are long doesn’t mean they are complete. 9 Common Grammar problems‐ continued • The general rule for numbers is: 1-9 are written out (one, two, three) and 10 and above are written in numeric form. • 'As well as' should be used for a contrast or for emphasis, often simply 'and' works fine instead. • Avoid use of 'etc.' in business writing. • If you need to, use exclamation points on a limited basis. • Watch to include articles (like "an", "a" and "the") Common Grammar problems‐continued. The general rule for numbers is: 1‐9 are written, and 10 and above are written in numeric form. 'As well as' should be used for a contrast or for emphasis, often simply 'and' works fine instead. Avoid use of 'etc.' in business writing. If you need to, use exclamation points on a limited basis. Watch to include articles (like "an", "a" and "the") 10 Common problems with Style and Tone • Provide a sufficient background of the situation so the reader and the writer are both talking about the same thing. • Avoid switching from 'you' to 'they' and back (2nd person and 3rd person reference) –called “voice” • Write clearly but politely. Balance empathy for the customer with professionalism as a representative of the company. Common problems with Style and Tone. Provide a sufficient background of the situation so the reader and the writer are both talking about the same thing. Avoid switching from 'you' to 'they' and back (2nd person and 3rd person reference) – called “voice.” Write clearly but politely. Balance empathy for the customer with professionalism as a representative of the company. 11 Common problems with Style and Tone – continued • Watch using the same words or phrases, especially in the same paragraph. • There isn't a need to list your name in the opening sentence. • Write at a level you are comfortable with. Don’t use words you are unsure of. Common problems with Style and Tone – continued. Watch using the same words or phrases, especially in the same paragraph. There isn't a need to list your name in the opening sentence. Write at a level you are comfortable with. Don’t use words you are unsure of. 12 Final tips to know • Use spell check software – typos and misspellings could weaken your reply. • Consult a dictionary if you are unsure of the exact meaning of a word. • Avoid too casual of a tone. • Keep the letter to one page. Final tips to know. Use spell check software – typos and misspellings could weaken your reply. Consult a dictionary if you are unsure of the exact meaning of a word. Avoid too casual of a tone. Keep the letter to one page. 13 Please don’t do this If you use a template, use caution and remove the guidelines provided before you submit your letter. This appeared as shown in the address of a recent letter submitted: Date: October 30, 2016 Recipient name here: Mr. John Jackson Title of recipient: Store Manager Company: Panera Bread Company Address of company: 492 Enterprise Road, Miami FL Please don’t do this. If you use a template, use caution and remove the guidelines provided before you submit your letter. This appeared as shown in the address of a recent letter submitted: The words Date, recipient name here, title of recipient, company, address of company should all have been removed before the letter was submitted, 14 We want you to sharpen your writing skills! These exercises are designed to: 1. Help you write clearly 2. Reinforce the formal structure of a letter 3. Allow some creativity and help you develop your own style 4. Become comfortable with business writing in a variety of situations. We want you to sharpen your writing skills. These exercises are designed to: Help you write more clearly, reinforce the formal structure of a letter, allow some creativity and help you develop your own style, and become comfortable with business writing in a variety of situations. 15 This will be good practice for you as a future manager Customer complaints are a common issue to deal with, and the more practice you can get handling them, the less stressed and more effective you will be. We look forward to reading your response! This will be good practice for you as a future manager. Customer complaints are a common issue to deal with, and the more practice you can get handling them, the less stressed and more effective you will be. We look forward to reading your response! 16 ...
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Final Answer

Attached.

(Your name),
Customer Care Manager,
Summit Airlines,
P.O BOX 1001,
Miami, FL 33101,
(your
name)@summitairlines.net
January 17, 2019

Michele Wu,
234 Depeyster Street,
Kent, OH 44240.

Dear Michele Wu,
Thank you for your email.
Firstly, we would like to take this opportunity to apologize for the inconvenience,
...

DR_PRAISE (8761)
Carnegie Mellon University

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