In letters that grant claims and adjustments, you generally try to rectify the wrong. Does a “wrong” exist in this case? Why or Why not?
A wrong exist in this case. In the case of Mr. Cecil Hamm buying a vanilla and then throwing, it away after seeing the brown inner lid and claims for refund with rectification following from Ben and Jerry through a letter proves that a wrong does exist in the case. This is since the inner lid only had an inner brown pint not used for chocolate before. Claiming of the entire pint to be ineffectual and throwing, it away that the sides might have turned to brown is a code of misunderstanding (Guffey & Loewy, 2011).
Should you try to regain the confidence of this customer? How could that be done?
Trying to regain the customer’s confidence is a priority. This is due to the loyalty explained in the letter to have existed over the years. The inconvenience experienced with the product may cost the company its reputation upon Mr. Cecil Hamm claims. The decision to refund the customer could prove to be a convincing approach in accompaniment with an ice cream coupon. This may enable the customer to give the company a chance following the reasons included in the letter. The company this bases on improvising the cream containers to fit its eco-friendly supportive aspect. The customer upon understanding that the inner lid had the brown color since the company no longer invested in chlorine-filled containers. The biodegradability nature led to the sidelining of the previous plastic lining hence resulting to the introduction of the brown pint to enable the possibility of saving the environment (Guffey & Loewy, 2011).
How could you learn more about the new containers so that you can answer this customer accurately?
Information about the container is accessible in plenty through the website to enable satisfactory answering to the customer. The web site serves the purpose of providing the much-needed information on the inner brown lead that is eco-friendly and its benefits to customers (Guffey & Loewy, 2011).
Should you try to promote further business with this customer?
Yes, this is as a result of the understanding realized upon refunding the customer and providing him with the informative information in addition to the free ice cream coupon (Guffey & Loewy, 2011).
Reference
Guffey, M. E., & Loewy, D. (2011). Business communication: Process & product. Mason, OH [u.a.: Thomson …