COMM1010: Communication at Work
Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task
PART 1: CUSTOMER EMAIL
STEP 1: Review the scenario and email message from your manager.
STEP 2: Write an email messag
...
COMM1010: Communication at Work
Unit 4 Touchstone Template: Plan and Communicate a Time-Based Task
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
Missing Shipment Update
Greeting: Good Morning Ms. Colon,
First paragraph: Firstly, we would like to extend our sincerest apologies in learning that the
shipment never arrived. We are looking into what may have caused this, so it does not happen
again in the future. In the meantime, I can assure you we are working as quickly as we can to
remedy the issue and get the product delivered as soon as possible. Secondly, I would like to
thank you for your continued business with our company.
Second paragraph: We will be issuing you a full refund of your order and will not be charging
you for the shipment that will be sent to replace the missing product. You should see the refund
hit your accounts tomorrow and we will be following up to make sure it is received. The new
product will leave our warehouses Wednesday and you will be provided with the expedited
tracking information.
Ending paragraph: Let me know if you have any questions.
Closing: Respectfully,
Signature:
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
departments
Contact Accounts
Receivable (AR)
Monday (end of day) To do
Contact Shipping Monday (end of day) To do
Refund customer AR issues refund to
customer
Tuesday To do
AR does not charge for
replacement
Tuesday To do
AR send confirmation to
customer
Tuesday To do
Ship replacement
package
Package is expedited Wednesday To do
Tracking info sent to
customer
Wednesday To do
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.
[Show More]
