Assignment:
Adjustment: Winning Back a Dissatisfied Customer
As the marketing manager at Carolina Furniture Galleries, you handle customer claims, and today you must respond to Jill Hudson Owens. She is returning a north American white oak executive desk. this handsome desk, embellished with handinlaid walnut cross-banding, is made with full-suspension, silent ball-bearing drawer slides. She was disappointed in the wood grain, and she said that many of the drawers would not pull out easily. You find this hard to believe since the desk was in perfect condition when it was shipped. not only does she want a full refund, as your catalog promises, but she wants you to pay the freight charges.
You are bothered that she is returning this executive desk (Invoice 2091), but your policy is to comply with customer wishes. If she doesn’t want to keep the desk, you will certainly return the purchase price plus shipping charges. desks are occasionally damaged in shipping, and this may explain the marred finish and sticking drawers.
You will try to persuade Ms. Owens to give Carolina Furniture Galleries another chance. After all, your office furniture and other wood products are made from the finest hand-selected woods by master artisans. Because she is apparently furnishing her office, send her another catalog and invite her to look at the traditional conference desk on page 9. this is available with a matching credenza, file cabinets, and accessories. She might be interested in your furniture-leasing plan, which can produce substantial savings.
Your Task. Write to Ms. Jill Hudson Owens, President, estate Management Services, 3920 east napier Avenue, Benton Harbor, MI 49021. In granting her claim, promise that you will personally examine any furniture she may order in the future. Supply any necessary details.
Your answer must be, typed, double-spaced, Times New Roman font (size 12), one-inch margins on all sides, APA format and also include references.