Country : Canada
Assignment Task
 

PART A – Refusal Letter
Customer Bad News: Olympus Refuses Customer's Request to Repeat World Trip

Olympus Customer Service Manager, Peter Power, can't believe what he reads in a letter from Maxwell P. Doyle.  This 31-year-old Edmonton resident actually wants Olympus to foot the bill for a repeat round-the-world trip because his Stylus Epic camera malfunctioned and he lost 14 rolls of film!

As soon as Power saw the letter and the returned camera, he knew what was wrong.  Of the two million Stylus Epic cameras made last year, 30,000 malfunctioned.  A supplier squirted too much oil in the shutter mechanism, and the whole lot was recalled.  In fact, Olympus spent almost $1.5 million to remove these cameras from store shelves.  Olympus also contacted all customers who could be reached.  In addition to the giant recall, the company quickly redesigned the cameras so that they would work even if they had excess oil.  But somehow Doyle was not notified of the recall.  When Power checked the warranty files, he learned that this customer had not returned his warranty.  Had the customer done so, he would have been notified in August of 2020 - well before his trip.
Although customer service manager Power is sorry about the mishap, he thinks that a request for $25,000 to replace "lost memories" is preposterous.  Olympus has never assumed any responsibility beyond replacing a camera or film.  This customer; however, seems to have suffered more than a routine loss of snapshots.  Therefore, Power decides to sweeten the deal by offering to throw in a digital camera valued at $700, more than double the cost of the Stylus Epic.  One of the advantages of a digital camera is that it contains an LCD panel that enables the photographer to view stored images immediately.  No chance of losing memories with this digital camera! 

Assignment Instructions:
As the assistant to Customer Service Manager Power, you must write a letter that refuses the demand for $25,000 but retains the customer's goodwill.  Tell the customer what you will do and be sure to explain how Olympus reacted immediately when it discovered the Stylus Epic defect.  Write a sensitive refusal to Maxwell P. Doyle, 505 Swiney Way, Edmonton, AB  K1P 5V7. Remember to have a return address or letterhead for the company.

PART B - Persuasive Favour Email Request

Favour Request: Inviting a Winner
As Veronica Proust, program chair of the Women in Business Association, a national group of businesswomen, you must persuade Ms. Margaret R. Friedman to be the speaker at your annual conference on June 18 in Toronto. Ms. Friedman was recently named Small Business Person of the Year by the Canadian Association of Independent Business.
After her 41-year-old husband died of a heart attack, Ms. Friedman threw herself into their fledgling company and eventually transformed it from a small research company into an international manufacturer of devices for treatment of eye problems. Under her leadership, her Calgary company grew from 2 to 48 employees in five years. It now sells more than $8 million worth of artificial lenses in 18 countries. You can offer Ms. Friedman  $1000 and you have heard that she is eager to encourage female entrepreneurs. You feel she might be receptive to your invitation.

Assignment Instructions:
Based on the situation above, perform the following:
Write a letter inviting Ms. Margaret R. Friedman, President, Triple F Industries, 161 Falkirk Ave., Calgary, AB X6P 1F7, to speak to your group.

PART C – Memo
Planned activities for the "2021 Business Career Day" scheduled for June 6 have been cancelled. You are the co-chairperson for the planning committee. Students were originally informed of this event via a previous memo, also placed on bulletin boards in high-volumes areas of the campus, such as main hallways and the cafeteria. Compose and type a memo to be placed on the bulletin boards advising students of the change, keeping mind that many of them were very much looking forward to this event in hopes of lining up job interviews.

Assignment Instructions:
Based on the situation above, perform the following:
Create a memo to post in various places on campus.
Olympus (Must be a letterhead)
January 31, 2017
Maxwell P. Doyle
505 Swiney Way
Edmonton, AB K1P 5V7
Dear Mr. Doyle,

Subject: Refund Request
Thank you for contacting Olympus regarding the untimely mishap with your Stylus Epic camera. Olympus became aware of the malfunction with the Stylus Epic and had immediately issued a recall to all owners of the camera. Anyone with a warranty on file would have been notified in August 2016. The camera was then redesigned to ensure functionality.
Unfortunately, we cannot ratify your request for $25,000 to replace “lost memories”. We can offer you an Olympus OM-D E-M10 Camera, valued at $700, to convey our apologies for this unfortunate mishap. This camera features an LCD panel that enables you to view stored images immediately, and therefore eliminating the chance of losing future memories with this digital camera. Normally, we do not assume responsibility beyond replacing the camera or film. However, it seems you have suffered more than a routine loss of photos.
We look forward to hearing from you, should you accept our offer of goodwill.
Sincerely,
Danielle Spence
Assistant Manager, Customer Service

 

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  • Posted on : July 15th, 2019

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