ABC Shelves

Memo
To: Jason, Customer Service Representative
From: Nomaan Abbasey, Public Relations Supervisor
CC: Kathleen Lenaghan, Head of Public Relations
Date: 6th February, 2024
Re: Review of Letter Sent to Mr. Morely and Writing Training for Letters

Hello Jason,
I have attached an improved letter to Mr. Morely to this email. I wanted to discuss the letter sent
to Mr. Morely concerning his warranty claim on the shelf he recently purchased. Jason, I
appreciate that you dealt with the matter promptly and concisely; dedication to our customers is
essential to maintaining customer relationships. You followed company policy well, ensuring that
no liability was taken. This was briefly followed with a clear reminder of our company policy
about shelves. It is a straightforward letter with no confusion, which is a job well done. Despite
this, Jason, we should not have an abrupt tone when addressing customers; I have removed “if
you will read” in favour of a more neutral perspective. The tone in the statement “After
reviewing the facts, I regret to report that I must refuse your claim...” is not suitable for
addressing the customer.
You can note that I have used a buffer before informing the customer of the decision arrived at.
This way, customers will understand that the decision comes from a policy perspective, not a
personal judgment. Similarly, customers will be able to accept responsibility more efficiently
without the need for further engagement. The warranty terms are reiterated in the revised letter
without sounding accusatory. Furthermore, it is best to avoid the letter being negative, so I
initiated the letter with a positive buffer in the introduction to reinforce positivity. Note that the
buffer is discrete and seeks to maintain good relations with Mr. Morely. I also cut out negative
words like regret, refuse, damage, and mistake. We also need to include alternatives for Mr
Morely, and I referred him to our partner repair shop in London. The perspective of the letter was
also changed from “Me” to “You-Perspective” to centre the conversation more around Mr
Morely. Jason, please improve your great letter further while considering my rendition. You are
on the right track, and with my notes, you can craft the best letter possible. Please send this to Mr
Morely by January 28th. Have a good day, Jason.

Sincerely,
Nomaan Abbasey

6th Feb, 2024

Mr. Morely
747 Gateway Avenue
London, ON, N6G 0L3

Dear Mr. Morely:

Thank you for your recent letter dated 3rd December; that has provided us with an
opportunity to make warranty recommendations on the shelving unit you purchased
from us. Your letter will help us develop structures and strategies for responding to
similar customer feedback and concerns to enable ABC Selves to remain a provider of
high-quality shelves catering to our customer’s needs.

Our company return policy description with each product states that those selves that
fail for any reason, including defective or damaged during delivery or due to excessive
load going beyond normal use, a maximum of 800 kilos, are not covered. While your
warranty claim cannot be approved for reimbursement, we can recommend a certified
repair shop in your neighborhood as we remain committed to your satisfaction and to
resolving the issue you encountered. We recommend our partner repair shop in
London, Smith’s Furniture, for further guidance. Smith’s Furniture is certified by ABC
Shelves and offers high-quality repairs in a timely fashion.

We value your feedback and appreciate you taking the time to share your experience.
As a result of your encounter, we have enlarged the label on the packaging to highlight
the maximum load different shelves can comfortably carry. We at ABC Shelves highly
value your business and hope you will consider us for your future shelving needs.
Thank you for choosing ABC Shelves; we look forward to serving your shelving needs
again.

Sincerely,
Jason Abbott

Jason Abbott,
Customer Service, ABC Shelves.