This particular Touchstone gives you an opportunity to practice your communication, technology, and productivity skills. You will show that you can use written communication, digital tools, and time management to solve a customer issue. (You’ll also have a chance to practice your self and social awareness skill as you craft your message.) – nursing homework essays

This particular Touchstone
gives you an opportunity to practice your communication, technology, and
productivity skills. You will show that you can use written communication,
digital tools, and time management to solve a customer issue. (You’ll also have
a chance to practice your self and social awareness skill as you craft your
message.) Together, these skills will allow you to communicate your best with a
variety of audiences and for a variety of purposes both in and outside work,
making you more productive no matter what task you take on.

Touchstone: Plan and Communicate a Time-Based
Task

SCENARIO: On Monday morning, you arrive at work
and discover you have an email from your manager, Sara, about a customer
service issue. She is worried because one of the company’s most important
clients did not receive their shipment. While she acknowledges it isn’t your
fault, she needs you to work quickly to resolve the issue. Her email outlines
some tasks that must be completed in order to address the problem and fast track
the solution:

So
last Friday, our client didn’t receive their shipment, and now it’s Monday,
making it three days late. We need this problem fixed soon. I need you to email
Renee Colon, the client’s executive assistant, right away. Apologize for the
delay and let her know we’re fixing this issue, but don’t overdo it. Make sure
they know we appreciate their business. Then, contact Accounts Receivable. Have
them issue a full refund on the customer’s delivery costs and send confirmation
of the refund to them as well. Make sure the client is not charged for the new
delivery either. And have Shipping expedite the new shipment and send tracking
info to the customer. If you contact both departments by the end of today,
Accounts Receivable should be done by Tuesday at the latest, and Shipping
should have the package out the door with tracking by Wednesday.

The table below lists the relevant tasks and deadlines that need to be done to
accomplish the stated goals.

Goal

Task

Due Date

Status

Inform
customer

Email
Renee Colon

Monday

To
do

Inform
relevant departments

Contact
Accounts Receivable (AR)

Monday
(end of day)

To
do

Contact
Shipping

Monday
(end of day)

To
do

Refund
customer

AR
issues refund to customer

Tuesday

To
do

AR
does not charge for replacement

Tuesday

To
do

AR
sends confirmation to customer

Tuesday

To
do

Ship
replacement package

Package
is expedited

Wednesday

To
do

Tracking
info sent to customer

Wednesday

To
do

ASSIGNMENT: This assignment has
two parts. The first part is to prepare a clear and concise email communication
(no more than two paragraphs in the body of the email) to the customer that
will inform them about the new delivery date and the refund to compensate for
the inconvenience.

The second part is to communicate an internal plan regarding the refunding and
redelivery of the shipment. You will draft a message to your colleagues in the
Accounts Receivable and Shipping departments about the time frame of each task
that clearly identifies who has which task and by what time it needs to be
completed. You will need to select an appropriate tool to communicate this
message to your colleagues and explain why this would be an effective tool for
this purpose.

For this assignment, you will:

·      
Demonstrate
your ability to craft messages for the appropriate purpose, tone, structure,
and audience.

·      
Be
sure to include all the important information you need to communicate.

·      
Select
an appropriate tool for workplace communication.

·      
Edit
your messages for organization and style, ensuring professionalism with respect
to formatting, spelling, punctuation, and grammar.