Practical Part
Hello Mr. Simmons, I hope you are doing fine back in Wyoming. This is Mark from Modern Telkom customer support unit. I would like to thank you on behalf of Modern Telkom for purchasing our products. I would also like to thank you for your feedback while using our products. The following will be our response to the request you send earlier to the customer support team. I would like to restate the company’s terms on reimburse to the customer. The company should reimburse the customer if the following conditions hold. First, the damaged device should fall to any surface from a height not exceeding six feet. Second, the damage should be caused by spillage of any beverage or house chemical. Third, an object not exceeding 100 bounds should crush the device. Last but not least, the device should be chewed on by common household pet, for instance a cat or a dog.
However, from Mr. Simmons request, the cause of the damage was dropping an iPhone. The height of the fall was about seven feet. I would like to inform Mr. Simmons that the first condition about dropping the phone has a maximum height. The company offers reimbursement only and only if the height does not exit six feet. Therefore, the first condition of does not hold for the damage caused to the iPhone. The company is not liable for the damage to the iPhone from the fall. Thus, Mr. Simmons, it is greatly regrettable that the company will not reimburse the device on the terms of dropping. It is arguable that the height was an approximation. Although, the distance is an approximate, there could be a negative or positive error of a half a feet. Therefore, the error would not eliminate the possibility of the device falling from a height exceeding six feet.
Furthermore, from the customer’s information, it is clear that a bull 900-bound crushed the iPhone. This piece of information shows that another condition was violated. The company states that the crushing object should not exceed 100 bounds. Thus, when we consider weight of the bull, it exits the maximum limit imposed by the company. Therefore, the company cannot reimburse the customer in accordance to the reimbursement policy. The cause of damage incurred to your device is not within the company’s reimbursement conditions. Thus, I am sorry to inform you that the company will not compensate you, Mr. Simmons. The company is not liable to the damage caused on your device. Thank you for your understanding.
Finally, I would like to give you some recommendations. It is a good idea to use devices that can withstand shock from falling. The device should also withstand pressure from animals. Such devices would be the best for working around in the farm. The device would serve you will for communication purposes. Furthermore, such devices are less costly. Please do not use delicate devices like iPhone in the animal farm. Heavy animals can easy damage this device. Besides, it is costly to get your hands on a new iPhone on the market. The nature of your work can frequently damage the device, sir. Therefore, it is good to find a lasting solution to your problem. Thank you for getting in touch with our support team. I hope this will help you with your current problem. We appreciate your feedback, thank you for your time.
Theoretical Part
Which Approach would you use?
The email adopts indirect method of addressing the customer. This method will give the customer more information on why a writer makes a given decision. The opinions of the writer are also highlighted as he/she expresses the idea in mind. The ‘yes’ or ‘no’ answer do not explain the response do not give a reasoning for a person’s decision. Indirect method of response allows the respondent to give a detailed explanation for a given decision. Furthermore, indirect form of response allows the customer to clarify his/her understanding of the company policy.
Awareness of conciseness in writing
- Elimination of passive voice in the email. For instance, the device can also be damaged frequently due to the nature of your work. Revised format: the nature of your work can frequently damage the device.
Attitude in the message
The attitude in the message is subjective. The use of first and second person is witnessed, for instance ‘you’ and ‘I’. The message also conveys some emotions from the writer. The use of apologetic language to the reader shows the writer emotions. The interpretation of facts by the first and second person point of view indicts a subjective attitude. The message also adheres to the rules of etiquette. The respondent introduces himself after greeting the customer. Respect is also maintain with the message. The writer explains to the customer the details without ignoring anything. The facts are put down and the writer does not favor the company. Thus, the message effectively conveys the writer’s attitude.