Question

You work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos’s customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request.Should the tone for this message be formal or informal?FormalInformalWhich communication channel would be most appropriate?Phone callLetterInstant messageFace-to-face meetingMr. Gallegos will most likely have a response to the message you send him.Who might be the secondary audience for your message to Mr. Gallegos? Check all that apply.The policeMr. Gallegos’s friends and family who might also be customersYour bossAssume you just wrote the following e-mail message to a subordinate about a presentation.Hey Jim,Nice work on that presentation. I’m going to send a copy to the CEO to show off your creativity. Congratulations to you and your team.Speaking of teams, I’m sending a recommendation to Human Resources. Your leadership during the presentation really shows, and you deserve a promotion for all that hard work. A team is only as good as its leader, after all.Before sending the message, it occurs to you that your e-mail will probably be forwarded to other subordinates.What will you need to change to make the message appropriate for both a subordinate and other subordinates?Start with the promotion discussion and use a more formal tone.Focus on congratulating the team using each individual’s name and use a more formal tone. Send news about the promotion recommendation in a separate e-mail.Make the message even more friendly and informal but focus only on congratulating the team.

Answer 1

Answer: 1. Formal.

2. Letter

3. Mr. Gallegos’s friends and family who might also be customers and, Your boss.

4. Send news about the promotion recommendation in a separate e-mail.

Explanation:

1. Formal

Although Mr. Gallegos is a long term customer and as such can be spoken to in friendly tones, it is important that Formal tones are used especially as this is a rejection. There should be no room for unseriousness.

2. Out of the options given, a LETTER would be best. This is because the other mediums expressed are instant while a letter is not. The letter will give one the opportunity to properly list reasons why the request was rejected so that the recipient can understand the logic.

3. •Mr. Gallegos’s friends and family who might also be customers and,

•Your boss

Mr Gallegos will likely inform his friends and family who are customers especially because the reply is in the negative to share his disappointment.

As it is an official refusal, your boss would need to be informed of the correspondence as well.

4. Send news about the promotion recommendation in a separate e-mail.

A recommendation for a promotion is a personal thing. It should only be shared with the person affected and as such the recommendation should be sent in a separate email. Sending it separately also reduces discord in the team as they won't feel and murmur like they should have gotten a promotion as well considering they also put in work.