Customer Email and Time Based Task Worksheet

SCENARIO: On Monday morning, you arrive at work and discover you have an email from your manager, Sara, about a customer service issue. She is worried because one of the company’s most important clients did not receive their shipment. While she acknowledges it isn’t your fault, she needs you to work quickly to resolve the issue. Her email outlines some tasks that must be completed in order to address the problem and fast track the solution:So last Friday, our client didn’t receive their shipment, and now it’s Monday, making it three days late. We need this problem fixed soon. I need you to email Renee Colon, the client’s executive assistant, right away. Apologize for the delay and let her know we’re fixing this issue, but don’t overdo it. Make sure they know we appreciate their business. Then, contact Accounts Receivable. Have them issue a full refund on the customer’s delivery costs and send confirmation of the refund to them as well. Make sure the client is not charged for the new delivery either. And have Shipping expedite the new shipment and send tracking info to the customer. If you contact both departments by the end of today, Accounts Receivable should be done by Tuesday at the latest, and Shipping should have the package out the door with tracking by Wednesday.

COMM1010: Communication at Work
Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task
Student Name:
Date:
PART 1: CUSTOMER EMAIL
STEP 1: Review the scenario and email message from your manager.
STEP 2: Write an email message to the customer (no more than two body paragraphs) that
informs them about the new delivery date and the refund to compensate for the inconvenience.
Your message should be limited to no more than 12 sentences or 200 words. Use the following
email template.
CUSTOMER EMAIL TEMPLATE
Subject Line
Enter the subject line of your email. It should convey the central point of your
message.
Greeting: Enter the greeting for your email
First paragraph: Tell your reader why you’re writing this email, using professional wording. Provide
background information.
Second paragraph: Provide the main information for your email. What is it you want to explain or
accomplish?
Ending paragraph: Provide a conclusion for your email.
Closing: Create your closing.
Signature: Type your name for your signature.
STEP 3: Review your message to ensure that:
●
●
●
It includes information relevant for the customer, including the purpose of the email and
how the errors will be addressed.
It emphasizes important points using style mechanics common in professional writing.
It uses professional language and tone appropriate for a response to an important
customer.
PART 2: COMMUNICATE A TIME-BASED TASK
STEP 1: Review the scenario and email message from your manager. Also review the to-do
items that need to be completed and their deadlines in the chart below.
Goal
Task
Due Date
Status
Inform customer
Email Renee Colon
Monday
To do
Inform relevant
departments
Contact Accounts
Receivable (AR)
Monday (end of day)
To do
Contact Shipping
Monday (end of day)
To do
AR issues refund to
customer
Tuesday
To do
AR does not charge for
replacement
Tuesday
To do
AR send confirmation to
customer
Tuesday
To do
Package is expedited
Wednesday
To do
Tracking info sent to
customer
Wednesday
To do
Refund customer
Ship replacement
package
STEP 2: Based on this information, you will need to communicate an internal plan regarding the
refund and redelivery of the shipment by drafting a message to your colleagues in the Accounts
Receivable and Shipping Departments. Your message should clearly identify who has what task
and the time frame for completion.
Select an appropriate tool from the following list to communicate this message to your
colleagues. Explain why this would be an effective tool for this purpose.
Tool Options (Select one):
●
Chat message (e.g., Slack, Microsoft Teams)
●
●
●
●
Email (e.g., Microsoft Outlook)
Video Message (e.g., Webex, Zoom)
Text message (e.g., Android of iOS text messaging)
Voicemail (e.g., Conference phone, cell phones / smartphones, Google Voice)
Tool Selected
Why is this an effective
tool for the purpose of
the message?
STEP 3: Use the following template to construct your message. Format it appropriately for the
tool you have selected. If you selected a video message or voicemail tool, provide a written
transcript of your message below. Your message should be limited to no more than 12
sentences or 200 words.
TEAM MESSAGE TEMPLATE
STEP 4: Review your message and make edits to ensure that:
●
●
It clearly identifies who has what to-do item and by what time it needs to be completed.
It emphasizes important points.
●
It uses professional language and tone appropriate for internal communication with
coworkers.
SCENARIO: On Monday morning, you arrive at work and discover you have an email from your manager, Sara,
about a customer service issue. She is worried because one of the company’s most important clients did not
receive their shipment. While she acknowledges it isn’t your fault, she needs you to work quickly to resolve the
issue. Her email outlines some tasks that must be completed in order to address the problem and fast track the
solution:
So last Friday, our client didn’t receive their shipment, and now it’s Monday, making it three days late. We need
this problem fixed soon. I need you to email Renee Colon, the client’s executive assistant, right away. Apologize
for the delay and let her know we’re fixing this issue, but don’t overdo it. Make sure they know we appreciate
their business. Then, contact Accounts Receivable. Have them issue a full refund on the customer’s delivery
costs and send confirmation of the refund to them as well. Make sure the client is not charged for the new
delivery either. And have Shipping expedite the new shipment and send tracking info to the customer. If you
contact both departments by the end of today, Accounts Receivable should be done by Tuesday at the latest,
and Shipping should have the package out the door with tracking by Wednesday.
The table below lists the relevant tasks and deadlines that need to be done to accomplish the stated goals.
Goal
Task
Due Date
Status
Inform customer
Email Renee Colon
Monday
To do
Inform relevant departments
Contact Accounts Receivable (AR)
Monday (end of day)
To do
Contact Shipping
Monday (end of day)
To do
AR issues refund to customer
Tuesday
To do
AR does not charge for replacement
Tuesday
To do
AR sends confirmation to customer
Tuesday
To do
Package is expedited
Wednesday
To do
Tracking info sent to customer
Wednesday
To do
Refund customer
Ship replacement package
ASSIGNMENT: This assignment has two parts. The first part is to prepare a clear and concise email
communication (no more than two paragraphs in the body of the email) to the customer that will inform them
about the new delivery date and the refund to compensate for the inconvenience.
The second part is to communicate an internal plan regarding the refunding and redelivery of the shipment. You
will draft a message to your colleagues in the Accounts Receivable and Shipping departments about the time
frame of each task that clearly identifies who has which task and by what time it needs to be completed. You will
need to select an appropriate tool to communicate this message to your colleagues and explain why this would
be an effective tool for this purpose.
For this assignment, you will:
•
Demonstrate your ability to craft messages for the appropriate purpose, tone, structure, and audience.
• Be sure to include all the important information you need to communicate.
• Select an appropriate tool for workplace communication.
• Edit your messages for organization and style, ensuring professionalism with respect to formatting,
spelling, punctuation, and grammar.
Download the template below, which further breaks down the steps involved in this assignment. You will return
the completed template as your Touchstone submission.