video Library 2 : bad new : buy costumes.
buy costumes is proud of its extensive stock of costumes, its liberal return policy, and its many satisfied customers. but one day a letter arrived with a request that went beyond the company's ability to deliver. the customer said that he had ordered the Gorilla Blinky eye with chest costume. this popular gorilla costume comes with a unique gorilla mask, attractive suit with rubber chest, foot covers, and hands. the customer complained that the gorilla costume didn’t arrive until two days after his Halloween party. he planned an elaborate party with a gorilla theme, and he was extremely unhappy that he didnot have his customer. he asks to reimburse the $300 that he spent on theme- related decorations, which he says were useless when he failed to receive his costume.
As a customer - service representative you checked his order and found that it was not received until five days before Halloween, the busiest time of the year for your company, the order was filled next day, but slandered shipping requires three to six business days for delivery. the customer did not order express or premium delivery; his shipping option was marked "slandered"
you showed the letter to the owner ,Mr. Getz, who said this request was ludicrous . however , he wanted to retain the customer's goodwill.. obviously, Buy costumes was not going to shell out $300 for late delivery of a costume. but Mr. Getz suggested that the company would allow the customer to return the costume ( in its original package) with a credit for the $134.99 charge. in addition, Buy Costumes would send a coupon for $20 off on the next costume purchase.
your task: Mr. Getz asks you to write a letter that retains the goodwill of this costumer. Address your Bad- news letter to Mr. Christopher King, 3579 Elm Street , Buffalo, NY 14202.