...Saturday, April 25, 2015 Dear Leonel Cruz, We would first like to apologize for the quality of service you received during your adventure in D.C this past Saturday. This is certainly NOT the way we handle ourselves here at MyRides. We take immense pride in offering our customers the best service possible. Our top management department has been discussing your case along with our president to find the best method to try to repay you for our unacceptable service that night. We have decided to offer you a complimentary 5-hour trip on a Saturday of your choosing in order to show you and your group members the proper MyRides experience. This particular ride will include free drinks for up to eight people and you will be allow to make as many stops as you desire. To assure that there will be no mechanical issues, we will pick you up in our best limousine and with our best driver. We really hope you accept our offer, as it is imperative for us to continue a great relationship with all of our customers. Please take some time considering our offer and we will contact you within three days to ask for your decision. We will put as much effort as we can in regaining your confidence in our company. In addition, after further evaluating ways to prevent this problem from happening again, we have decided to change our maintenance procedures. We have decided to perform maintenance on our vehicles every two weeks instead of monthly. With this change, we expect our vehicle’s performance...
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...Session 3 Case RASOI: Products of India Managers occupying junior-to-middle level positions in large organizations are often called upon to resolve disputes. Some of these are disagreements between lower-level supervisors and employees; some are disputes with suppliers or distributors; others, like the dispute in this case, are between the organization and a customer. Every customer has a value to an organization, and every customer has a price to that organization. Customers are, of course, the lifeblood and source of revenue to a business, but not all customers are worth saving. Some, in fact, may be more trouble and expense to maintain than they’re worth. Dealing with customers – or with anyone else who is in disagreement with your organization – requires patience, tact, and a certain measure of skill. A variety of response modes is open to the manager who faces an angry customer, along with a range of options in dealing with the case. 28th December 2013 312 Bailey Road Patna, India Office of the CEO Rasoi: Products of India Dear Sir: Enclosed you will find one “GrillMaster” indoor smokeless grill. I am sending this marvel of technology to you directly because I’m so damn mad I can barely see straight. As you will observe, the grill doesn’t work. The cooking element somehow malfunctioned, the control mechanism and cord overheated, and the resulting electrical surge nearly burned the house down. While trying to unplug the grill, I managed to burn my...
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...Understanding Letter of Credit EXM104 FA Export Documentation & Methods of Payment Instructor: Emiliano Introcaso Seneca College ASSIGNMENT 02 Xueyuan Tan 041-806-084 Xtan9@learn.senecac.on.ca Due Date August 2nd 2011 – Week 9 Letters of credit accomplish their purpose by substituting the credit of the bank for that of the customer, for the purpose of facilitating trade. There are basically two types: commercial and standby. The commercial letter of credit is the primary payment mechanism for a transaction, whereas the standby letter of credit is a secondary payment mechanism. Commercial letters of credit have been used for centuries to facilitate payment in international trade. Their use will continue to increase as the global economy evolves. Letters of credit used in international transactions are governed by the International Chamber of Commerce Uniform Customs and Practice for Documentary Credits. The general provisions and definitions of the International Chamber of Commerce are binding on all parties. Domestic collections in the United States are governed by the Uniform Commercial Code. A commercial letter of credit is a contractual agreement between a bank, known as the issuing bank, on behalf of one of its customers, authorizing another bank, known as the advising or confirming bank, to make payment to the beneficiary. The issuing bank, on the request of its customer, opens the letter of credit. The issuing bank makes a commitment to honor drawings...
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...Customer Service Charter Australia Post plays an important role in the Australian community and is required by law to meet specific performance standards. These are called Community Service Obligations (CSOs). This Customer Service Charter aims to communicate these standards to our customers. This document also explains how you can obtain more information about these standards, how to offer feedback or let us know about any concerns. It also offers advice on how you can help Australia Post to serve you better. Contents Community Service Obligations (CSOs) 2 Mail services 4 Letter and parcel lodgement points 4 Posting times 5 Delivery timetable 6 Stamp purchases 7 Delivery services 8 Delivery frequency 9 Basic letter price 10 Other services 11 Feedback and complaints 12 Compensation 13 Making the most of Australia Post 14 Performance reports 15 Australia Post contact points 16 Customer Service Charter |page 1 Community Service Obligations (CSOs) Australia Post is required by law to provide a universal letter service which is reasonably accessible to all Australians and, in addition, to provide a standard letter service at a uniform price (currently 55 cents) from anywhere to anywhere in the country. This means the cost of delivering some letters can be many times higher than the postage charged. The CSO cost occurs when the real cost...
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...company. As a result, our entire organization went through a process of tremendous change. Virtually every function had to be performed differently in the new operating environment. Two of the most significant changes that took place were that both the customer service and production scheduling functions started being performed by personnel at the corporate office instead of being performed by local site personnel. While it was difficult enough for the production workers to operate the new system in order to be able to produce finished product, there was sudden chaos surrounding the order processing and production planning functions. As a result, the production department was getting further and further behind and our customers were quickly losing patience with our inability to supply them product when needed. In an effort to address the worsening situation with our customers, our company president constructed a letter to our customers outlining new “business rules” that would have to be adhered to while our company worked through the process of this change. He asked me and two other members of senior management to meet in his office to discuss the contents of the letter before having it mailed to our customers. In the following pages, I will discuss the meeting that took place and will relate it to both the game theory of power and politics and Richard Emerson’s power-dependence theory of social power as are outlined in our textbook, Organization Development (French...
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...(a) First, determine the Queuing Models 1. Queuing Models Poisson Arrivals Standard (Infinite Queue) Exponential Service Times Single Server (M/M/1) Standard M/M/1 Model P0 = 1 – P (Probability of 0 customer in the system) P (n ≧k ) = ρk (Probability of Pn = P0ρn (Probability of exactly n customers in the system) Ls = λ / ( μ – λ ) (Mean no. of customers in the system) Lq = ρλ / ( μ – λ ) (Mean no. of customers in queue) Lb = λ / ( μ – λ ) (Mean no. of customers in queue for a busy system) Ws = 1 / ( μ – λ ) (Mean time customer spends in the system) Wq = ρ / ( μ – λ ) (Mean time customers spends in the queue) Wb = 1 / ( μ – λ ) (Mean time customers spends in queue for a busy system) Now, in our case, Λ (mean arrival rate) = 15/hr μ (mean service rate per busy server) Old machine’s mean service time= 3mins, 60/3 =20/hr New machine’s mean service time= 2mins, 60/2=30/hr Wq =ρ/ ( μ – λ ) (Mean time customers spends in the queue), Where ρ = λ / μ Old machine: (15/20)/ 20-15 = 0.1 hr = 9mins New machine: (15/30)/ 30-15= 0.03333 hr = 2mins According to the case, the average wage of the people who bring the documents to be copied is $8/hr, If the company rent the old machine and there are 15 arrivals/hr, There total mean time spend in the queue is ( 15 x 9 )mins = 135mins = 2.25hr, The total wage = $8 x 2.25 = $18 If the company rent the new machine and there are 15 arrivals/hr, The total mean time...
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...Toyota built a reputation of high-quality vehicles and excellent workmanship, and in 2008, it overtook GM as the #1 carmaker in the world by sales volume (Treehugger.com, 2009, January 21). However, in 2010, this reputation was put on the line when safety issues led to a massive recall of vehicles. To make matters worse, Toyota’s crisis communications failed to shore up confidence in the general public on the way the situation was being handled. This crisis management assessment will investigate some of the issues with Toyota’s “Open Letter to Toyota Customers”. How could a company that built itself on the pillars of safety, quality and reliability go from hero to villain in the blink of an eye? Rather than rebuilding trust and confidence with the public during a crisis, the “open letter” simply enraged much of the public and has become a case study in poor crisis communications. Next, we will review a second crisis communication letter, prepared by yours truly, that could be delivered by Toyota to the three main groups to consider in crisis communications, the external audience, the internal audience and the affiliate audience (Week 6, Lecture 1). Assignment 4: Saving Toyota’s Reputation Introduction Toyota’s recall crisis began in August...
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...------------------------------------------------- Business letter It is a formal letter and can be used as a formal thing. or between such organizations and their customers, clients and other external parties. The overall style of letter depends on the relationship between the parties concerned. Business letters can have many types of contents, for example to request direct information or action from another party, to order supplies from a supplier, to point out a mistake by the letter's recipient, to reply directly to a request, to apologize for a wrong, or to convey goodwill. A business letter is sometimes useful because it produces a permanent written record, and may be taken more seriously by the recipient than other forms of communication There are two main styles of business letters: 1. Full block style: Align all elements on the left margin. 2. Modified block style: with other elements on the left page margin. ------------------------------------------------- [SENDER'S COMPANY NAME] ------------------------------------------------- [SENDER'S ADDRESS*] ------------------------------------------------- [SENDER'S PHONE] ------------------------------------------------- [THE SENDER'S E-MAIL] ------------------------------------------------- ------------------------------------------------- [DATE] ------------------------------------------------- ...
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...takes up to three days for a letter to be delivered within the country. Mail is collected once or twice a day. The postal service can be used to send letters and parcels nationally and internationally. It also offers a range of additional services, such as banking, because of its extensive reach across the country. In big cities, each postal district will have its own post office. Opening hours can vary from one office to another, but post offices are generally open from 9:00 or 10:00 until 18:00 or 19:00. Postal Codes A postal index number, commonly referred to as a PIN code, comprises six digits. There are eight PIN regions in the country, which are divided into geographical areas (a ninth PIN relates to the Army Postal Service). The PIN region is indicated by the first digit, while the next two refer to the sub-region/sorting district. The final three digits represent the post office responsible for delivery. For example, the pin code of Ashok Nagar in Delhi is 110018. Registered Mail India Post makes it possible to register a letter or parcel in order to keep track of it. To send a registered letter or parcel, the relevant form must be filled out at a post office. There is a special counter at post offices for registered mail. The customer receives a receipt, which allows them to track the item online. Speed Post This service provides quicker delivery of a parcel or letter. Tariffs vary according to the weight of the parcel or letter and whether the destination...
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...A REPORT ON INTERNATIONAL TRADE FINANCE (PROCEDURE, DOCUMENTATION, FOREX AND RISK) - With Reference to KOTAK MAHINDRA BANK The project report is submitted to the Department of International Business in partial fulfillment of course curriculum for the degree of MASTER OF BUSINESS ADMINISTRATION (INTERNATIONAL BUSINESS) Submitted by DURGA ANAND SANIPILLI REG NO: 1105616 Under the guidance of DR.MOHAN K PILLAI, & MR. M RAVI CHANDRA HOD, Department of international business, Associate vice president and BM Pondicherry University. Kotak Mahindra bank Hyderabad. DEPARTMENT OF INTERNATIONAL BUSINESS SCHOOL OF MANAGEMENT PONDICHERRY UNIVERSITY...
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...cover next page > Page iii THE McGRAW-HILL HANDBOOK OF MORE BUSINESS LETTERS Ann Poe McGraw-Hill New York San Francisco Washington, D.C. Auckland Bogotá Caracas Lisbon London Madrid Mexico City Milan Montreal New Delhi San Juan Singapore Sydney Tokyo Toronto title: author: publisher: isbn10 | asin: print isbn13: ebook isbn13: language: subject publication date: lcc: ddc: subject: The McGraw-Hill Handbook of More Business Letters Poe, Ann. McGraw-Hill Professional 0070505179 9780070505179 9780071368780 English Commercial correspondence--Handbooks, manuals, etc. 1998 HF5726.P545 1998eb 651.7/5 Commercial correspondence--Handbooks, manuals, etc. cover If you like this book, buy it! next page > < previous page page_iv next page > Page iv Library of Congress Cataloging-in-Publication Data Poe, Ann The McGraw-Hill handbook of more business letters / Ann Poe. p. cm. Includes index. ISBN 0-07-050517-9 (alk. paper) 1. Commercial correspondenceHandbooks, manuals, etc. I. Title. HF5726.P545 1998 651.7'5dc21 98-24855 CIP Copyright © 1998 by Ann Poe. All rights reserved. Printed in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a data base or retrieval system, without the prior written permission of the publisher. 2 3 4 5 6 7 8 9 0 DOC/DOC 9 0 3 2 1 0 9 8 ISBN 0-07-050517-9 The sponsoring editor for this book...
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...face * Having a go at management at lunch time – face to face * Customers’ ringing to say that they have paid - telephone * Reminders sent to customers – letters or email * Letters sent to explain the situation - letters * A key pressed to send a message to someone else in the company – electronic (possibly generates an email) * Digital display – visual * Management telling call centre staff that it is their problem – face to face or email 2. How can bad communication (9 in total) a. Damage the relationship between customers (3) * Customers’ upset as they are being chased for bills already paid * When they ring they are upset and staff do not have the answers for them * Workers then get upset at how angry the customers are and find it hard to deal with them * Customers may cancel take their business to another company * This could lead to a decrease in sales and therefore profit * The company reputation would suffer if customer service did not improve b. Demotivate workers (3) * Workers are upset by dealing with angry customers * The customers are angry because the systems and processes are not in place * When a message is sent “it is fairly random whether something is done about it” * Workers feel that managers are blaming them for waiting times being too long and that they are spending too much time with each customer * Workers feel that there are not enough staff to deal with the calls ...
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...Letter of complaint. A letter of complaint is usually written as a follow-up to a verbal conversation to someone who has not responded to the complaint. It is used to keep a written record of your complaint. In addition, more than one person might be the recipient of the letter. For example if you are dealing with a situation where you had unsatisfactory car repairs done on your car by a franchise dealership, you might write to the franchisee AND to the Head Office. Letters of request or invitation are generally considered to be a positive letter. The recipient will receive the information in a positive fashion. A letter of complaint is usually considered to be a negative letter. The recipient might receive the information in a negative fashion. Therefore, it is important that you choose positive language to help buffer the impact. Here are some suggestions for writing a complaint. 1.- explain the problem in the first sentences. 2.- remember that you are unhappy with the company, not the reader. 3.- keep the tone professional, not informal. Do not use a lot of emotional words (e.g. terrible, the worst). 4.- you may want to include a positive sentence about the company or your previous experience with the product. 5. Be specific about what action you are requesting. 6.- if this is a very serious complaint, explain what additional action you will take if the company does not take care of the problem. The language of complaints. It is not possible to...
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...* Correctness 1. Grammar rules, sentences structure, composition, punctuation, spelling used in the letter is correct. 2. The letter was sent to one of the company’s customer, therefore the use of formal language was appropriate in the case (the use of correct level of language). * Conciseness The main point of the letter was delivered in a concise wording without any unnecessary repetition. However, the letter still included the relevant facts that were needed, and should not be omitted (the fact that there has been no change in the management, the products provided will remain the same and that the company wished that the customer inform the account payable department about the change) * Clarity The letter was written in words that are short, familiar and conversational. However, there was a word (account payable) that might not be understood by those who were not familiar with it. * Completeness There are 5 Ws (who, what, when, where and why) that should be answered when the customer read the letter. 1. Who: who might be affected by the change made by the company (the customers) 2. What: what was the change done (change of the company’s name) 3. When: when the change took place (not listed down, the company should list down when the company did the change) 4. Where: the address of both parties (the company and the customer’s addresses) 5. Why: why the company did the change (not listed down, the company might need to state briefly why it did the...
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...Negotiation Exercise 2 PM598 – Contract and Procurement Management 12/10/2011 The negotiation experience that I would like to discuss occurred between the T-Mobile customer support group and me. The negotiation was concerning the switch of my mobile cell phone plan from one mobile carrier to another. The switch would allow me to take advantage of a corporate discount provided by my employer. The contract with T-Mobile was ending and I called to advise that I would not be renewing the contract and I would like to port my telephone number to another mobile carrier. T-Mobile was advised that the second line on the contract was to be terminated and it would not be ported to Verizon. The contract negotiation consists of planning, conducting the negotiation and documenting the negotiation and forming the contract. The first step of the negotiation consisted of planning the steps to verify the existence of a contacting with T-Mobile and to see if there is a contract end date. Communicate and conduct the negotiation instructions for the contract end, confirm the contract for termination fees and line porting fees. Confirm a verbal contract with T-Mobile that indicates contract end date and the early termination fees. T-Mobile confirmed that the lines could be ported or terminated. I advised that I wanted to port the primary telephone line to Verizon and terminate the second telephone line on the account. T-Mobile confirmed that there would be not early termination...
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