Planning Exercise

March 30th 2014

Mr. Smith

VP Public Relations

Williams & Co.

Customer Service Department

Dear Mr. Smith:

Re: Recently observed area for improved customer experience.

It has come to our attention that there has been an issue with several customers regarding the advertisement and attached manuals of our sandwich press. There have been a number of customers who are having issues with the translation of the manuals to the product. There have been several concerns which were raised that the dimensions, the weight, storage, the easiness and maintenance of the product was not fully disclosed or evident before the purchase. The complaints regarding the manuals are that they contain language not easily understood by the everyday person with technical terms that confuse the consumer. There have also been reports that the design used in the manual to show the operational functions does not match the product and that it displays additional functions which are not present on the product that they purchased. There have been further complaints that television commercials and billboards misrepresented the ability create certain levels of sandwiches that customers reported as being the reason for purchasing this brand and particular model.

Given the high level of standards this company sets for advertising and customer satisfaction, it is highly recommended that, to prevent our customers taking their business elsewhere, the product manual and advertising be revised to include; easier to understand language, a representation of the model which corresponds to the product and the revisal of the product information. All of which will help to promote this wonderful product and to renew customer satisfaction and trust in our company.

Our department looks forward to the help we can provide in the assisting of these errors that have hindered our customer’s experience, but are optimistic and excited for the renewal of our promise of superior customer service and high...