Chapter 8: Case Solving
CASE-01:
March 20, 2021
Eastman Health Foundation
39 Simon Street, Suite 16
Nashua, NH 03060
Subject: Apologizing for not being a part of the fundraising program
Dear clients,
I would like to thank organization EH for considering me as one of the members of the Hon'ble
board. I had received the invitation from organization EH to participate in the fundraiser program
going to be launched on the 25th of this month. I am so happy to accept the invitation, but
apologize for not being a part of the fundraising program and expresses my grief for the non-
availability of time to organize the program. However, I would like to assure organization EH
that I’ll be present for the health Clinic program to be organized next month.
Thanks, and regards,
[name]
CASE-02:
To: [mail]
Subject: Refusal of an opportunity for the partnership with NPO Company.
Dear Beth Atkinson,
Harder Building Supply is very happy with the success of the volunteer helping program that has
been established by you with the help of your all employees. We express our gratitude to you and
the employees for contributing their time and skills and making the helping program a great hit.
The program has improved the community and it helped the company to gain a public profile.
We consider you as an efficient and skilled employee who has detailed ideas about the guidelines
of the company. We appreciate the efforts made by you for searching the partner (NPO C) for the
company would bring light to the profile of the NPO C. Atter detailed investigation, it has been
discovered that NPO C has its relation with the political party and supports it. The NPO has a
strong relation with churches as indicated by the web page of the Pastor's family. It also opposes
the union of the same sex. And such activities are not covered within the scope of our company.
Considering that you have depth knowledge about the guidelines of the company. Therefore, the
company cannot consider NPO C its partner. But the efforts made by you are appreciable and the
company hopes that you will understand the aspect of the company and hope that you with your
magnificent skill will continue your help with the helping program as the company appreciates it
most.
Sincerely,
[name]
HR Director
Harder Building Supply
CASE-3:
To: [mail]
Subject: Refusal of an opportunity.
Dear Sir,
Organization H is very happy to know that organization PWT considers organization H efficient
for sponsoring its annual repair event. Organization H expresses his gratitude to the organization
PWT for providing such an opportunity.
This organization H has sponsored various other similar events this year where it contributed
$5000. Organization H is happy to sponsor such events and is willing to sponsor those. But now,
the organization is not able to sponsor this event. The organization apologizes for not sponsoring
such an event but is willing to sponsor any other event that will be held this year.
Organization H hopes that organization PWT will understand the aspect of organization H
wishes the success of the event and hopes the organization PWT provides the other opportunity
to company H to sponsor its event.
Thanks.
Sincerely,
[name]
Office Manager
Company H
Case 4
March 20, 2021
[name]
Seattle, Washington
Dear Mr. [name],
Thank you for giving us enough time to show your city and give us insider information on its
attractions and restaurants. We are very pleased with the facilities and glad to meet with your
genuine managers. So we are hoping to hold our organization’s meeting to your place in future.
Our institution needs a convenient place to hold our annual meeting. Your place is perfect for
organizing meeting as you have nice environment and cordial employee. But suddenly our board
of directors decided that they will arrange meeting on Portland, Oregon. It was an abrupt
decision taken by the board for few circumstances. But, in future, Seattle will be considered for
later years.
If you have any queries, please contact with me. I am looking forward to your response.
Sincerely,
[name]
Executive director,
Northwest Human Resource Institute.
Case 6
March 20, 2020
Rachel Lundemeyer
Association for Small Business Owner
Charlotte, Caroline, USA
Dear Rachel,
Proposal for purchasing ad is a very conformable idea for augmenting product marketing. Your
offer is really exciting. We will like to purchase ad later .Also we need some information and it
will be very convenient if you provide.
This year promotional webinars are generating sales leads. My advertising money has already
been earmarked for other purposes. Unfortunately, this year it’s not possibly to purchase ad for
few circumstances. But we need some information like do readers pay for the magazine? Are
other promotional opportunities available in magazine? And does the magazine include QR
codes so readers can easily visit the advertisers’ website?
I am looking forward to your response. If you have any opinion , please contact with me. Again
thank you for your offering.
Sincerely,
[name]
Executive Director at [Link]
Charlotte, Caroline, USA
Case 8
Subject: Your request for an extension of time.
Ms. Mathews,
Thank you for your recent communication requesting an extension of time to finish your portion
of the project.
Next week, the manager of the Marketing Department will give a presentation of the campaign
for a company product to the board of directors. She has asked for the campaign materials by
Monday of next week. As it reflects the leadership and supervisory abilities and competency, you
have to provide the campaign materials by Monday. You can prepare your project in leisure
time.
Take care of your children and enjoy a lot on the birthday party of your children.
Sincerely
[name]
Supervisor, Marketing Department
Plytec plastics
Case 11
Subject: Request for a refund
Dear Mr. Karim,
As you know, as a member of InFocus Solutions I ordered lunch for the guest of the Annual
General Meeting. While ordering, I followed your company’s catering policy and after being
satisfied I made half payment with my company’s credit card.
Due to a suspicious unidentified package found a block away from your store, I was unable to
pick up the order in time. As the contract says, deposits are nonrefundable except in extreme
cases e.g. natural disaster, and in Washington D.C., a suspicious package is equivalent to natural
disaster. So I am requesting to refund the money I paid during the order placement.
I would be grateful if you refund the money and make an adjustment to my account.
Sincerely Yours,
[name]
Case 12
Subject: Request for deduction from mowing charges
Dear Mr. John,
As I do not have the time and energy to maintain my long yard by myself, I looked for
professional lawn-mowing service. But I am not so satisfied with their service. They trimmed
nicely around the edges but also mowed the area which I told not to mow. As a result, my
daffodil saplings were heavily damaged.
Moreover, the crew chief who is respectful and hardworking did not seem to understand English
well. So, I am afraid that he did not understand the instructions I gave him. Therefore, the job is
not properly done and I won’t be enjoying my daffodils this year for their overdoing. I request
that this first yard service will be of no charge for me as I had to face damage.
I would be grateful for your considerable reply and hope that you looked into the matter
carefully.
Sincerely,
[name]
Case 13
Cross Country Airlines
Subject: Refund for cancellation of my ticket
This is the reference of your concern please check the ticket number *******. The ticket was
booked today at 01.30 am. For some circumstances, (the absence of a crew) the flight has been
canceled and I’m unable to wait for the next flight which is at tomorrow 9.50 am. Now I have
decided another way to go to my hometown. So it is my request that the payment for the ticket
should be refunded to me within one week. As there was no fault of mine, the authority is
expected to consider the situation.
Sincerely,
Carla Rayes
Case 14
Subject: Request for placing the right ordered part.
CarParts,
I have ordered a right axle of Caravan from you. The repair technician has informed that the part
is not the appropriate one for my car. So, I went back to the website and I keenly checked if I
ordered the wrong one. But I found that I had ordered the right part from you. May be some
technical issues occurred or the number of the axle was misunderstood.
I have been doing deals with you for a long time. So, I believe you can understand the problem
here and keep back the wrong part sending the right axle part to the repair shop. The repair shop
address is given below.
Sincerely,
[name]
Case 15
Jake Rossi,
Peachtree Street, Northeast
20th March, 2021
Gym Owner,
Ultimate Fitness Gym
145, Chereokee Avenue
Subject: Requesting for a waiver on gym membership
Dear Mr. Steve,
I am very much satisfied with the coaching stuff in your Ultimate Fitness Gym which has access
to numerous bodies building equipment. But the recent events of raising all current lifetime
membership fees has dwindled me with wondering about if this act is right or wrong. I have been
a lifetime member of the gym for 3 years and has gained so much from this gym. I feel that this
gym is like my second home as many members and trainers have become my friends.
When I signed the lifetime membership contract, any sort of specification was not provided to
me about how this contract will be terminated. As I can realize, my previous contract of lifetime
membership has been cancelled when the gym was moved to a new building. I am told by your
employees at the desk that fees are raised to $39.99 per month from $25 per month. This seems
pretty hard for me as I cannot see any valid explanation for this sudden increment. I am a current
lifetime member of your renowned gym and wish to pay the current gym membership fee of $25
per month. But the employees have refused to grant me so.
For this reason, I seek your attention to this situation and hope that I will be remained in your
previous terms of lifetime membership fee. I believe the needful will be done by you.
Sincerely,
[name]
Case 18
Austin Kent
Detroit, Michigan
20th March, 2021
SunFun Resort
Wrightsville Beach, NC
Subject: Request for a refund
To whom it may concern:
On 15th March, 2021 me and my family visited the Wrightsville Beach in North Carolina and
stayed at your resort for two days. We mostly enjoyed our stay at the resort and was satisfied
with the service. But I found with disappointment that the swimming pool was not open for the
guests because of some mechanical problems. I was not provided with this information before
reserving my room at the resort. I had browsed your website [Link] before
confirming my reservation and was delighted to see a beautiful swimming pool accommodation.
This is one of the reasons I had selected this resort for my stay with my family in Wrightsville
Beach. We were hoping to have a great time together. Though other services did not break our
expectations, we feel that the problem of swimming pool should have been addressed to us
during my reservation for the stay.
However, I and my family missed the fun time of swimming pool and I think a refund for that
will do to keep our expectations of your resort. Moreover, I shall feel glad to refer your resort to
somebody else. I would also like to mention that I am not interested in getting a discount coupon
instead of the refund. My bill from your resort is enclosed with this letter.
Please notify me at 501******* as soon as possible and let me know about my request for a
refund.
Sincerely,
[name]
Case 19
Trombley Kitchen Works
Hillview Avenue, Naga City
20th March, 2021
Dahrman
Downhill Street, Naga City
Subject: Your March 18 message about Trombley Pro 3000
Dear Mr. Dahrman,
In response to your request about the adjustment of the Trombley Pro 3000 knife which you
purchased from Trombley Kitchen Works. I am sorry to report that the request could not be
accepted.
According to a previous correspondence with you, we come to know about that the incident that
the knife was used for a chore it is not supposed to do. The TV commercial that inspire you to do
so was an over-demonstration of the knife’s ability and was shown for advertisement purposes.
There was a disclaimer regarding this caution and it specified to use the knife only for regular
cooking chores.
However, as per your demand for adjustment, our manager has been noticed about the complaint.
After careful consideration, he was compelled to decline the request as it is not included in our
terms and conditions about adjustments. The reason for the malfunction of the knife is not valid
enough for an adjustment to be issued. We hope you understand our limitations about not
accepting the adjustment request.
We sympathize with your disappointment at not receiving the adjustment. You have been our
customer for a long time and we appreciate it. We can suggest that you will surely find any
alternative use for the knife as it is not damaged severely and only separated from the handle. We
assure you that you will receive gift or discount from us on your next purchase from any of our
stores.
We hope to see you again and will be happy to serve you with our products in future also.
Sincerely,
Customer Service Department
Trombley Kitchen Works
Case 20
Bexi Kitchen Appliances
South Plaza, Venus City
20th March, 2021
Jenet Hay
West College Avenue, Cebu City
Subject: Your March 17 hand note about food processor product
Dear Ms. Hay,
We received your hand note and have carefully considered your request for a refund on the food
processor you shipped back to us via UPS.
We understand your concern that the food processor malfunctioned and could not be used. But
according to our sales information, the purchase was done by you almost three months ago in
December, 2020. Our terms and conditions for refunding any product states that, the time limit
for returning the product is within 60 days or two months from purchase date.
So, the warranty for the food processor no longer applies and we are unable to approve the
refund request. We hold respect for each of our customers. Therefore, we follow the rules made
by our company and do not make any exception in this.
Although we cannot refund your money we may recommend that you can repair the food
processor from any authorized repairing center. We have gratitude towards you for buying from
our shop and look forward to serve you again in future. To keep the goodwill of us we offer you
premium products at a discounted rate on your next purchase from us. Thank you for coming to
Bexi Kitchen Appliances.
Sincerely,
Customer Service Representative
Bexi Kitchen Appliances
Case 22
Subject: Yourrequest to return the 15 to your account.
Nelson,
Thank you for contacting usregarding your problem. Certainly, you have a right to expect the
best possible service from us.
Eight weeksago, before the July 1 deadline, we have informed all the customs that if they didn’t
usetheir debit cards by July 1, theywould beassessed the 15 fees. We have informed the news
through department letters, bank website, branch office lobbies, bank’s quarterly newsletter. As
phone scams and financial fraud are becoming common, we use others media except phone calls.
We are concern about our client’ssafety.
We appreciate you as a customer. We will pay more attention in future. Please stay with us as
before.
Sincerely
X
Branch Manager
Case 23
Subject: Your refund request
Oliver Shand,
We received yourrequest for a refund of 50 dollar. Thank you for contacting usregarding your
problem.
I have a refund policy that I don’t refund theregistration fee after March 15 for any reasons. I can
understand your situation. As your ankle is broken, you get less time to do the rehabilitation
andtraining that is necessary toparticipate in the run. If you informed me before 15 March, I
could refund yourregistration fee.
Thanks for your contribution in the Charity event.
Sincerely
X
Manager, Renatas
Case 25
March 20, 2021
Anna Maria
Michigan, US
Dear Anna,
We are respectful and cordial to our customer’s opinion and demand. But it is a matter of regret
that we can’t take partial refund for opening the pool because it’s not included in our corporate
policy.
What I can do in each instance is determined by the circumstances. Pool is our outdoor facility
and it’s not considered as a core service. I can’t guarantee that it will be open during any given
guests stay. Also I can’t take the responsibility when it has to be closed for a period of time and
giving refund for such periods would be costly to our business.
I can offer you $100 discount on your next stay of two nights. Fortunately there is another
branch of Sunfun Resort in Michigan and it would be relatively near anywhere you live.
Please visit us again. It will be our pleasure to serve you.
Sincerely,
Flora Caprio
Manager of Sunfun Resort,
Wrightsville NC, USA
Case: 26
Mach 24, 2021
To senior managers
We have had a very good year so far. The performance of the department has been exceptional,
and the feedback from our customers has also been very positive.
We are feeling this situation here in our own company. The premiums that we pay to cover our
professional conference and travel cost have increased over the last few years and now resent a
huge percentage of our expenditures.
For the short term, we must find a way to cut overall costs. Your management has considered
many options and rejected such measures as cutting salaries and reducing personnel of the
solution that will be implemented the only change that affects you directly concerns your annual
travel cost.
If you want, you can go on an annual trip with the company at your own expense some part of
the cost. And if you want, you can reduce the cost from other sectors and get the benefit of travel
cost as before. We seek your cooperation in this matter
Our annual tour benefit is some of the best in our city and in our industry, and those who
continue with the current plan will not see any change in their tour cost or their co-pays. And
management regards a strong benefits program as critical to the company’s success, and we will
do all we can to maintain these benefits while keeping your company financially viable. We
appreciate your cooperation and understanding.
Sincerely,
Budget director,
Meditech Company.
Case 27
March 20, 2021
Employees of Department of Management
Arch Insurance Inc.
North Caroline, USA
Dear Employees,
We have had very good years so far. The performance of the department is praiseworthy. You
are managing clients so perfectly and cordially and for this our company’s goodwill is growing.
Besides maintaining our regular works handling clients is significant duty. But from last quarter
you have spent over $9000 on taking representatives of companies, hospitals and other
organizations out to lunch and dinner , either to thank or attract them as customers. Obviously,
you must spend on clients but you have to think on the perspective of business whether it would
be so costly or not.
There are plenty of elegant ways to say “Thank” or to appeal to a client. Like you can offer
flowers and light snacks on thanking them. You can have meeting in our office depending on
situation and can have dinning to nearby good restaurant etc.
I have confidence that you will receive better ideas to spend money. You are carrying your
responsibilities so nicely through years and you would do further. If you have any queries,
contact us.
Sincerely,
Teresa Dcosta,
Executive Director,
Arch Insurance Inc
Case 30
Sub: Regarding new policy to book appointments through telephonic calls.
Dear: Customers,
Greetings from Myhu Hair and Nail Salon. We hope this letter finds in you in good stead.
For the benefit of the customers, we are encouraging them to make their booking making
telephonic calls.
However, we also wish to bring to your notice a small amendment in this service, customers are
requested not to break their appointments more than thrice else would be served on a walk-in
basis. Breaking of appointments is causing enormous time delays and customers are facing
trouble in getting timely service.
Thus, we request you to stick to your appointments and help us to serve you better.
Thanks for the support.
Sincerely,
For Myhu Hair and Nail Salon
Golbe
Owner.
Case 31
DATE: 25.3.2021
TO: All employees
FROM: [Link] Marten
SUBJECT: Temporary pay cuts of the employee.
Our companies has had a wonderful work experience till now. The performance of the company
has been exceptionally good in past eight years. In addition to it, the company has one of the
most positive working environments in the industry. All the employees gel well along and work
great as a team. It is the careful attention and dedication of the employees of the employees that
the company is able to survive in such crucial time.
As all know about the downturn in the economy has made it tough for many small businesses to
survive and MTS Company is sailing on the same boat. It has been a struggle the last few months
just to meet payroll, which has had an adverse effect on the workplace environment. This being
the case, the company needs to temporarily have a 15 percent pay cut.
This may not be a popular move but all the 14 employees of the company’s loyal, hardworking
and outstanding and the company do not want to lay them off. This may be a very crucial time
for all the employees. However, it is better to have a job at reduced pay than no job at all.
The experts predict that the economy will improve in 8 to 10 months which will put an end to the
need for the pay cut. It is expected from the employees to cooperate with the company in the
crucial time with their historical sense of camaraderie and loyalty.
Regards,
Mr. Gorbe Marten
Case 33
From: dorge@[Link]
To: (employees)
CC:
BCC:
Subject: message to spread cleanliness.
Dear employees,
The importance of cleanliness is been very actively spread across the globe. Cleanliness just does
not look relaxing to eyes but is a major factor behind a great health and immunity. It has been
recently noticed that few employees have been ignoring cleanliness and spreading mess in the
break room.
Last week a member of the town's chamber of commerce was on tour of the office and it was a
matter of high embarrassment when he went through the break room. Employees who take
lunches and afternoon breaks have no clean space to use. People are not wiping the tables after
they eat.
Even they throw things like napkins after they use on tables or floor. The sink is usually full of
dirty dishes. The food which is overflowed or exploded in the microwave is just left behind,
without it being cleaned up. Many complaints from custodians have also being received saying
that it takes them 15 to 30 minutes each day to clean the trash of the break room.
Some of the responsible employees are present who try and keep the room clean. Also, must
mention that there was a message left by one of the employees in the microwave last week
asking the other employees to keep the microwave and the break room clean.
It is unprofessionalism, unethical as well as worse of the employees who show such behavior of
spreading mess in the break room which is used by their co-workers and cleaned by the
custodial. Doing that they are not just increasing the amount of work done by the custodians and
disrespecting them but, also deteriorating the health of others along with theirs.
Hope to see an improvement in the condition of the break room in near future.
Regards,
Mr. Dorge
Facilities Supervisor
Case 36
Dear customers,
Organization CZ has always valued its customers. The customers of the organization are loyal
and quantized. As it is known to all, about the unstable market these days. It is very difficult for
the organization to maintain itself in the business.
Thus, the organization is prohibiting the use of double coupons. Use of any coupons with another
coupon or using any coupon with sale items that do not require a coupon is included in the
revised policy.
The step is not taken to stop customers to use the coupon in the way they want to but due to
ailliation with some popular reality shows where people compete using coupons to see how
much groceries they can avail for free or at a lesser cost. The organization is facing difficulties in
managing the cost.
The organization regrets the inconvenience caused to the customers. The coupon policy is for a
symbiotic benefit of the organization and customer. Hence, it is expected from the customers to
understand and cooperate. Any query from the customer is welcomed.
Always want to serve the customer better!
Regards,
Team of organization CZ.