COMM1010: Communication at Work

Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task

Student Name:

Date:

PART 1: CUSTOMER EMAIL

STEP 1: Review the scenario and email message from your manager.

STEP 2: Write an email message to the customer (no more than two body paragraphs) that
informs them about the new delivery date and the refund to compensate for the inconvenience.
Your message should be limited to no more than 12 sentences or 200 words. Use the following
email template.

CUSTOMER EMAIL TEMPLATE

Subject Line
Compensatory measures, an apology for shipping delay

PART 1: CUSTOMER EMAIL

Student
[address]
[City Code]
Date
Customer
Customer’s Address]
[ City Code]

Subject: Compensatory measures an apology for the shipping delay

Dear Customer:

Please accept my apologies for the shipment's delay. We are working to fix the problem right
now. Each involved division works diligently to expedite the delivery of the cargo.

We are so grateful for your patronage that we will gladly reimburse any shipping or expedited
 fees. Once we have received your refund information and phone call, our returns staff will
contact you on Thursday.
We will rush to have your package in the mail to you by Friday at the latest. After receiving
the tracking information, our shipping department will promptly provide it to you. We value
your tolerance and cooperation.
We regret any trouble this may have caused you as one of our valued clients. Our teams are
actively working on ways to avoid having to take similar measures in our further deals. We
would like to continue doing business with you now and in the future.
Please accept our deepest apologies.

Your sincerely

STEP 3: Review your message to ensure that:

● It includes information relevant for the customer, including the purpose of the email and
how the errors will be addressed.
● It emphasizes important points using style mechanics common in professional writing.
● It uses professional language and tone appropriate for a response to an important
customer.

PART 2: COMMUNICATE A TIME-BASED TASK

STEP 1: Review the scenario and email message from your manager. Also review the to-do
items that need to be completed and their deadlines in the chart below.

Goal Task Due Date Status

Inform customer Email Renee Colon Monday To do

Inform relevant Contact Accounts Monday (end of day) To do

departments Receivable (AR)

Contact Shipping Monday (end of day) To do

Refund customer AR issues refund to Tuesday To do

customer

AR does not charge for Tuesday To do

replacement

AR send confirmation to Tuesday To do

customer

Ship replacement Package is expedited Wednesday To do

 package

Tracking info sent to Wednesday To do

customer

STEP 2: Based on this information, you will need to communicate an internal plan regarding the
refund and redelivery of the shipment by drafting a message to your colleagues in the Accounts
Receivable and Shipping Departments. Your message should clearly identify who has what task
and the time frame for completion.

Select an appropriate tool from the following list to communicate this message to your
colleagues. Explain why this would be an effective tool for this purpose.

Tool Options (Select one):

● Chat message (e.g., Slack, Microsoft Teams)

● Email (e.g., Microsoft Outlook)
● Video Message (e.g., Webex, Zoom)
● Text message (e.g., Android of iOS text messaging)
● Voicemail (e.g., Conference phone, cell phones / smartphones, Google Voice)

Tool Selected
Webex

Why is this an effective Webex would be the most applicable form of communication.
tool for the purpose of Team members can call to confirm any missing information or
the message? when some details are not clear to a void errors.

STEP 3: Use the following template to construct your message. Format it appropriately for the
tool you have selected. If you selected a video message or voicemail tool, provide a written
transcript of your message below. Your message should be limited to no more than 12
sentences or 200 words.

TEAM MESSAGE TEMPLATE

On behalf of the top management, I want to thank you all for your outstanding work over the
last three months. While it is sad that we had a technical difficulty with our system, I would like
to thank the technical team and the ICT department for working together to resolve the issue.
 I request that by Thursday at the latest, Accounts Receivable email [customer’s name] a
confirmation that he will be refunded and compensated in full, including a waiver of the
shipping price for her future order. The customer should get the package's tracking number
and an update on its whereabouts by Thursday, which is the responsibility of the Shipping
Department. We will, I think, be able to deal with this issue efficiently.

Simply put, we could not have gotten this far without your help. The firm appreciates your hard
work and commitment.

Thank you.

STEP 4: Review your message and make edits to ensure that:

● It clearly identifies who has what to-do item and by what time it needs to be completed.
● It emphasizes important points.
● It uses professional language and tone appropriate for internal communication with
coworkers.