Social Media Customer Complaint and Policy Plan

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International Business Communications

Description

Please following instruction and answer it. Writing 2 part into 2 pages. This is social media complaint letter. You have to use 2 task and writing 2 part:

Tasks-

  1. Draft a response to the customer complaint and decide if you or the local manager will reply to the member.
  2. Write a memo to your local managers detailing your policy on how to address customer complaints in the future. You want to minimize the impact SBC may have with future complaints, so this letter needs to establish your policy.

Final Exam Writing Assignment

Instructions: Your exam has two parts and should be 1-2 pages maximum. Address each of the following tasks.

1) address the member complaint immediately.

2) draft a memo to all your managers detailing a policy on how SBC will address customer complaints in the future.

Unformatted Attachment Preview

LLD 100WB Final Exam Fall 2017 Social Media Customer Complaint and Policy Plan Directions: Read the following case carefully. Then, write a single space message following the TWO tasks and their instructions. Make sure to apply what you have learned throughout our class with regard to attending to the audience, the choice in language, your purpose, and what impact your message will have to remedy the situation. Situation• You are the Regional Manager of the exclusive fitness center South Bay Club (SBC) with three locations here in the south Bay Area. Your locations are in Saratoga, Los Gatos, and Mountain View and many of your customers are busy professionals within prominent companies. SBC is a family organization with each center often providing activities that include both their members and their families. • SBC has an active social media presence on FaceBook, Instagram, Twitter, and YouTube to keep all your members informed and involved in the events of each center and your followers on each are growing each month. • Unfortunately, your Los Gatos center has just received a customer complaint about the facilities and the member is sharing this on all your social media sites. (See message below) Member Complaint posted on all your Social Media sites -WITH PICTURES ricamt@gmail.com My family and I have been members of the SBC for more than five years now and have loved the place. Now we find the locker rooms where we shower and change completely disgusting! Dirty towels are everywhere, counters are wet, and even some of the showers are broken- even though we’ve told the staff they were broken. After all the money we’ve spent we deserve better! It’s time to find a new fitness club! • As the Regional Manager, your Local Manager in Los Gatos is Rebecca Snow and she has contacted you seeking your advice on how to handle this complaint quickly. Rebecca is new to the position, but is very responsible and hard working. You know she wants your advice to make the best decision. Tasks1. Draft a response to the customer complaint and decide if you or the local manager will reply to the member. 2. Write a memo to your local managers detailing your policy on how to address customer complaints in the future. You want to minimize the impact SBC may have with future complaints, so this letter needs to establish your policy. Final Exam Writing Assignment Instructions: Your exam has two parts and should be 1-2 pages maximum. Address each of the following tasks. 1) address the member complaint immediately. 2) draft a memo to all your managers detailing a policy on how SBC will address customer complaints in the future. Important: • You exam starts on Dec 14th at 8:00 am and ends on Dec 15th 9:30 am. • Please note that any exam submitted after 9:30 am on the 15th may not be graded resulting in an “F” for the course grade. • If you have any questions please contact me through CANVAS messages. Good luck, KH
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Explanation & Answer

Attached.

Running Head: Social Media Customer complaints

1

Social media customer complaints
Name
Instructor
Institutional Affiliation
Date

Social media customer complaints and policy plan

Social Media Customer complaints

2

As a general manager of South Bay Club it is advisable to handle serious issues with lots
of care since SBC has an active social media presence, and most of the organization's
communications are always through mediums like Facebook, Twitter, Instagram, and YouTube
to keep members informed on any arising issue or changes. According to the posting of a
complaint raised by a particular customer from Los Gatos branch on the SBC social media site, it
is not advisable to ignore the issues raised by the member since he or she is acting as a
whistleblower on a wrong practice. Also, by posting them through social media, it reaches out to
all the other customers who may intern be discouraged by the act and instead seek for an
alternative (Istanbulluoglu, 2017). The regional managers should respond to the issues raised by
the customer within the shortest time possible
Response to member complains
On behalf of the management of SBC, we apologize for the conditions in some areas of
our facility and encourage our esteemed customers to continue keeping us informed of any
condition they find unpleasing. We value your support, and your satisfaction is our mandate, in
this regard, we assure you of immediate action to put the place in order so you can continue
enjoying our services as you have for the past five years. As the organization, we are founded on
the general principle of proper service to our clients. We value your health and safety in this
facility and line with this; we operate to ensure that your presence here makes a difference in
your life.
Appropriate action will be been taken to clear up the mess and put things in order within
the locker rooms. Various services will ...


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