Question

You work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos’s customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request.
1. Should the tone for this message be formal or informal?
A. Formal
B. Informal
2. Which communication channel would be most appropriate?
A. Phone call
B. Letter
C. Instant message
D. Face-to-face meeting

Answer 1

Answer:

1. A. Formal

2. C. Instant message

Explanation:

In this scenario, you are running a business and as such the tone of any message to a customer or potential client should always be formal. Since you have a set public policy for the warranty the best communication channel would be Instant Message or E-mail. This way you can provide a copy of your return policy so that the individual understands that you are not obligated to perform any actions since their warranty has already expired.