Reference no: EM13142723

Writing a Negative Message (in as Positive a Way as Possible) Write a bad news message in response to the following scenario in as positive a was as possible. The task: As a customer service representative for a manufacturer of upscale kitchen appliances, you’re going to have to say no to Janet Hay’s request for a refund. According to the handwritten note she included with the food processor that she just shipped back to you via UPS, she had ordered the item almost three months ago, when it was on sale. She had then stored it until her niece’s wedding. But when the niece got around to using the food processor, it made a weird sound and electrical smell. So Ms. Hay has sent it back and is asking for a refund to her credit card. The problem is that Ms. Hay has waited too late to make this return. As the packing slip had said, any defective products need to be returned within 60 days of purchase. After that, there is nothing you can do except recommend an authorized repair center. Your company’s policy is to handle such cases in writing, so you’ll need to write to Ms. Hay to give her the bad news. See if you can figure out how to keep her goodwill and her future business. You’ll also need to resolve what to do with the defective food processor she returned. Your alternative solution must be reasonable. This means that you cannot change the company policy, and you cannot offer to fix her food processor for free. Just as you would have to do on the job, think of an alternative solution and run it by your boss if it seems too lax (in this case, I will act as your boss).