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Memo Assignment Instructions Write a memo responding to the scenario outlined below and use the techniques in your text for writing effective messages and solving problems (chapter 1 and 11). Scenario: Stanley Strong, an employee under your supervision, has identified a problem at work and suggested a solution. You do not believe his solution will work. After analyzing the problem and considering solutions, respond to Mr. Strong why his solution won’t work. Use the checklist for Problem-Solving Persuasive Messages on page 361 as a guide. Support your position and include your solution to his problem. Upload your memo as a Word attachment to the assignment folder.

To: Stanley Strong
Operations Executive
Spark Telecom
George Town
From: Emilia Thatcher,
Operations Manger
Date: February 9, 2018
Subject: Regarding handling of increased customer grievances
Mr. Jonathan,
I write this memo with regard to settling of unsettled claims and grievances of our customers.
I appreciate your kind gesture in bringing to notice the increase in unsettled customer disputes and the possibility of them leaving the company. I would like to detail out the reasons why your suggestions in solving this issue would not work and are not in the best interest of our organization. I apologize for the same.
First of all, I would like to introduce you about Appreciative Inquiry approach which our company had been following. It is considered as a viable and constructive approach in solving various problems. Based on this approach, the organization identifies the working and favorable factors of our organization and continue doing that as solutions to various issues.
The transfer of some of the unsettled customer issues to Operations department is definitely not a viable solution. As you know, Spark Telecom had outsourced the customer services to a third party organization. The third party would be dealing with the settlement of all kind of disputes including operations compliant. Sharing the work load with the third party would not only disrupt the work in Operations department but also affects the routine works related to Operations. It would further affect various activities of our organization.
Hence as a solution, we would continue to provide and increase the benefits to our customers. This would definitely retain them with Spark Telecom. This would include better product offers and schemes, and we would focus on data plans. Discussions are in progress to provide more data to the customers with minimum amount. At the same time, third party company would recruit more employees in order to effectively deal with the increasing grievances. Adequate training would be given to the customer service executives. These initiatives from third parties side is hoped to settle all the disputes in two weeks.
Please let me know if you have any queries in this regard.
Best,
Emilia Thatcher
Operations Manager
Spark Telecom
 
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