Negative Email Negative Messages on Routine Business Matters Email Skills
Negative Messages on Routine Business Matters
Message Strategies: Refusing Claims and Requests for Adjustment
Your company markets a line of rugged smartphone cases designed to protect sensitive devices
from drops, spills, and other common accidents. Your guarantee states that you will reimburse
customers for the cost of a new phone if the case fails to protect it from any of the following:
(a) a drop of no more than 6 feet onto any surface; (b) spills of any beverage or common
household chemical; (c) being crushed by any object weighing up to 100 pounds; or (d) being
chewed on by dogs, cats, or other common household pets.
Jack Simmons, a rancher from Wyoming, emailed your customer support staff, requesting
reimbursement after he dropped his iPhone in his hog barn and a 900-pound boar crushed it in
a single bite.
Your task: Write an email response to the customer, denying his request for a new phone.
Use the attached Professional Memo template to simulate the email format.