Purpose: Register a formal complaint about poor customer service to resolve the problem without losing my company’s investment Audience: Manager of Software Solutions Format: Formal business letter (single-spaced in block paragraphs/Arial 11 font: see model on page 294). Microsoft Word document. Scope: One page (no more, no less) 1. You are the assistant manager at Polk State Communication Unlimited (PSCU). Your manager has asked you to write a one-page complaint letter to the software-supply company (Software Solutions) that developed your new customer service database because the level of service and technical support to date has not met your manager’s expectations. Include the following points: a. Telephone calls from your employees to the software help department are often not returned in a timely fashion. Sometimes they are not returned at all. b. Software-assistance personnel often blame your hardware for the problem; however, when consulted, the hardware representative reports that the problem is with the software. c. Promised monthly in-service training sessions have not been scheduled for the past three months. 2. You must also mention that your company is considering not paying the software provider the remaining 30 percent of the purchase amount. However, this is a very delicate matter because PSCU has already invested thousands of dollars in the software system and would like to resolve the problem without losing the investment. 3. Follow the principles of business correspondence offered in chapters 8 and 9. The email on page 293 is a model of a complaint email. However, follow the format (physical layout) of the letter on page 294 in our textbook. Be sure the letter includes all of the following sections: Company heading Inside address Salutation Body Complimentary closing Signature (for this class, just type your signature) Your company’s address: PSCU, 520 Kentucky Ave. Lakeland, FL 33801 Phone: 863-000-1234, e-mail: firstname.lastname@example.org Software company’s contact person and address: Ms. Patricia Elliot-Jimenez, Manager, Software Solutions, 853 Hillsborough Ave. Ybor City, FL 35820 Be sure to edit, polish, and proofread carefully before submitting! Also, be sure you have used Arial 11-point font per the course Standards of Appearance.
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