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Message 5: Request for a change in policy (to Lynn Stark)

Dear Ms. Stark,

In my previous letter to you, in which I reported about John Rivers’ mistake, I also informed you that I worked out a plan of optimizing the processes in my department in order to exclude any possibility of such mistakes in the future. Hence, in order to make my plan as fail-safe as possible I propose to make me directly responsible for the orders of $2,500 and more.

Therefore, I ask you to approve the change in the policy of sales department according to which any order of $2,500 and more has to require my signature in order to be processed further. In this way, the orders of high value will be checked and assured by me before they will be dispatched to the shipment department. In their turn, the shipment department must not to accept any order of $2,500 and more without my signature.

In such a way, I will be personally responsible for dispatching of high value merchandise and, as a result, it will totally exclude any possibility of misplacing the orders by members of my staff in the future.

 

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Yours faithfully,

Message 6: Thank You

Dear Ms. Stark,

I would like to express my sincere gratitude for approving my proposal concerning the merchandise of high value. Taking the opportunity, I would like to tell that it is my pleasure to be supervised by such experienced and wise person like you. Hence, as far as the success of a new policy is depended personally on me, I promise you to do my best in the course of realizing this new change in the policy of the sales department to not let you down.

Sincerely Yours,

Message 7: The informative e-mail

To all employees,

As a consequence of a mistake that occurred in the sales department with the orders of two our customers Mr. Smith and Ms. Sullivan, I propose the change in the policy of the sales department according to which every order of $2,500 and more has to require my signature in order to be processed and further dispatched to the shipment department.

Inasmuch as, Ms. Stark has approved my proposition, the change in the policy has already come into effect. Therefore, please be advised that from today, every order of $2,500 and more has to be certified by my signature, and only after that, it has to be dispatched to the shipment department. It is my earnest request to the shipment department to not accept any orders of $2,500 and more without my signature.

I hope everyone understands that the main goal of the new policy is to avoid the future mistakes with orders, and, as a consequence, to exclude the possibility for our dear customers to be dissatisfied with our service. Therefore, I warn you that the violation of this new change to the policy will not be tolerated.

Respectfully Yours,

Message 8-a: Follow-up with Garrett Smith

Dear Mr. Garrett Smith,

As far as I am aware, we were able to deliver your order, the 75-Inch TV, on Super Bawl eve.  Nevertheless, I would like to be sure that you were able to make your Grand Opening Super Bowl Event. I earnestly hope that everything ultimately occurred as planned.

You have been a valued customer for a long time. Thus, I again would like to assure you that the situation that occurred on Wednesday 29^th will never happened again because we undertook all the necessary measures.

I can only hope that you appraised all the measures that were given to correct the past mistake, and it made you believe that we always put interests of our customers above all. Therefore, I hope you will remain our customer.

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In any case, whatever your decision will be, it has been always my pleasure to do business with you. Thank you for being such a reliable customer during a long time.

Yours faithfully,

Message 8-b: Follow-up with Dottie Sullivan

Dear Ms. Dottie Sullivan,

I would like once more to apologize for the inconvenience that occurred by our fault.

I believe that you have already received your 19-Inch TV. As you noticed, we granted you with the additional five-year warranty on the TV. You also received a coupon that entitles you to have a one-time 20% discount for any purchase that you may place with our company.

As I already wrote you in the previous letter, we undertook all the necessary measures. Thus, I am absolutely positive that the situation that occurred will never happened again. However, considering that your first experience with our company was not the most pleasant one, you may not be inclined to continue our cooperation. Hence, I ask you to give us an opportunity to prove that we are the company that puts the interests of its customers above all.

In any case, whatever your decision will be, thank you for being our customer.

Truly Yours,

Message 9: Negative performance review of John Rivers

John Rivers has been with SES for approximately three years. His skills of interpersonal communication are above reproach; he is friendly and engaging and has wonderful customer rapport. I also have no remarks about his job knowledge and expertise. Due to his deep knowledge and skillfulness, he has worked up to the position of senior customer representative. I also have no remarks about his work attitude. He is dedicated, loyal, initiative and flexible. He often volunteered for staying extra hours if there is a work necessity. John River’s work ethics is also above reproach; he is honest and fair. He also demonstrated more than once a good creative thinking in problematic situations.  

However, John Rivers’ quality of work sometimes leaves much to be desired. Owing to his forgetful and inattentive disposition as well as impatience, he from time to time lacks an attention to important details, which then leads to serious mistakes in his work. Those mistakes not only cause the problems in the sales department, but compromise the company in eyes of customers.