Mini reflection 2 : Week 8 Email response Task 4

For this week lesson we were given a task to read and reply an angry E-mail and this is my take on the matter. 

 

Firstly, my analysis of Beta Han's message. It is given that Beta han was clearly upset and disappointed in the product he has purchased from the company, however, it has come to my attention that in his email he also mentioned some positive remarks on the product and the company. Also, he acknowledges that the product is already not covered under warranty hence, his demand at the end of the email seems to be just out of frustration because of the possible bad experiences he may had in the store when he brought over the speaker to have it checked up only to be told to take it to another department. At the end of the E-mail, it was stated that he was expecting a reply, and this is a sign showing that he was looking to communicate to resolve the matter at hand. Because if he had not had the intention to resolve it and wanted his way, he could have ended the email by asking the company to either refund or not bother to reply the email.

 

Below is my take on replying the E-mail.

 

1. Acknowledge that his e-mail has reached out to the company.

2. Apologies for the experience he had with the product.

3. State the clause on refund policy

4. apologies for not being able to refund.

5. Thank him for the acknowledgement of the company being one of the best.

6. Reassure him that the company is not contented being one of the best and is always looking for feedback from consumer to better enhance the experience with them.

7. Ask him to share some feedback he might have experienced with the product.

8. Ask for his experience at the shop and the reason why the people from the shop might have turned him away to technical support.

9.  Thank him for writing the E-mail and the company will look forward to his feedback to better the experience.