Your Task: You want to straighten out this problem, and you canÃ¢â‚¬â„¢t do it by telephone because you suspect that you will need a written record of this entire mess. Online you have tried in vain to find an email address for guest relations at Aria. Write a persuasive claim LETTER to Customer Service, Aria Resort & Casino, 3730 Las Vegas Boulevard, Las Vegas, NV 89158. Should you include a copy of the credit card statement showing the charges?
*****I HAVE ATTACHED A PDF OF THE LETTER AND EXTRA NOTES AND SLIDES, PLEASE READ THROUGH EVERYTHING*****
MUST BE DONE BY DEC 8
Persuasive Claim: Overpriced Hotel Breakfast in Las Vegas
Read the prompt below AND complete the task requested at the bottom of the
NOTE this is your THIRD and last written exercise that involves writing a letter.
Please review the letter format, use 3 x 3 Writing Rules, review page 68 for
correct sentence structure and remember the basics:
Ã¢â€”Â how many words per sentence
Ã¢â€”Â how many sentences per paragraph and
Ã¢â€”Â how many paragraphs in a letter
This is a COMPLAINT LETTER.Ã¢â‚¬â€¹ Hence, review chapter 8 for a few minutes before
you start writing. By now you should all be experts at letter writing and this
assignment should not take you longer than a couple of hours.
As regional manager for a national restaurant chain, you and two other employees
attended a sales conference in Las Vegas, Nevada. You stayed at the Aria Resort &
Casino because your company recommends that employees use this hotel during
annual industry meetings. Generally, your employees have liked their accommodations,
and the rates have been within your companyÃ¢â‚¬â„¢s budget.
Now, however, you are unhappy with the charges you see on your companyÃ¢â‚¬â„¢s credit
statement from Aria Resort & Casino. When your departmentÃ¢â‚¬â„¢s administrative assistant
made the reservations, she was assured that you would receive the weekend rates and
that a hot breakfastÃ¢â‚¬â€in the hotelÃ¢â‚¬â„¢s Italian restaurant, CarboneÃ¢â‚¬â€would be included in
the rate. So you and the other two employees went to the restaurant and ordered a hot
meal from the menu.
When you received the credit statement, though, you saw a charge for $153 for three
champagne buffet breakfasts at Carbone. You hit the ceiling! For one thing, you didnÃ¢â‚¬â„¢t
have a buffet breakfast and certainly no champagne. The three of you got there so
early that no buffet had been set up. You ordered pancakes and sausage, and for this
you were billed $40 each. WhatÃ¢â‚¬â„¢s worse, your company may charge you personally for
exceeding the maximum per diem rates.
In looking back at this event, you remember that other guests on your floor were
having a continental breakfast in a lounge on your floor. Perhaps thatÃ¢â‚¬â„¢s where the hotel
expected all guests on the weekend rate to eat. However, your administrative assistant
had specifically asked about this matter when she made the reservations, and she was
told that you could order breakfast from the menu at the hotelÃ¢â‚¬â„¢s Italian restaurant,
Your Task. Ã¢â‚¬â€¹You want to straighten out this problem, and you canÃ¢â‚¬â„¢t do it by telephone
because you suspect that you will need a written record of this entire mess. Online you
have tried in vain to find an email address for guest relations at Aria. Ã¢â‚¬â€¹Write a
persuasive claim LETTER to Customer Service,Ã¢â‚¬â€¹ Aria Resort & Casino, 3730 Las
Vegas Boulevard, Las Vegas, NV 89158. Should you include a copy of the credit card
statement showing the charges?
EXTRA NOTES AND SLIDES FOR REFERENCE AND GUIDANCE:
As their name suggests, Ã¢â‚¬â€¹complaintsÃ¢â‚¬â€¹ deliver bad news. Some complaint messages just
vent anger. However, if the goal is to change something (and why bother to write
except to motivate change?), then persuasion is necessary. Ã¢â‚¬â€¹Persuasive claimÃ¢â‚¬â€¹ and
complaint messages may involve damaged products, mistaken billing, inaccurate
shipments, warranty problems, limited return policies, insurance snafus, faulty
merchandise, and so on.
An effective claim message makes a reasonable and valid request, presents a logical
case with clear facts, and has a moderate tone. Anger and emotion are not effective
Strive for logical development in a claim message. You might open with sincere praise, an
objective statement of the problem, a point of agreement, or a quick review of what you have
done to resolve the problem. Then you can explain precisely what happened or why your claim is
legitimate. DonÃ¢â‚¬â„¢t provide a blow-by-blow chronology of details; just hit the highlights. Be sure
to enclose copies of relevant invoices, shipping orders, warranties, and payments. Close with a
clear statement of what you want done: a refund, replacement, credit to your account, or other
action. Be sure to think through the possibilities and make your request reasonable.
The tone of your message is important. DonÃ¢â‚¬â„¢t suggest that the receiver intentionally deceived
you or intentionally created the problem. Rather, appeal to the receiverÃ¢â‚¬â„¢s sense of responsibility
and pride in the companyÃ¢â‚¬â„¢s good name. Calmly express your disappointment in view of your
high expectations of the product and of the company. Communicating your feelings without
rancor is often the strongest appeal.
Because many executives today rely on buy-in instead of exercising raw power, messages
flowing downward require attention to tone. Warm words and a conversational tone convey a
caring attitude. Persuasive requests coming from a trusted superior are more likely to be accepted
than requests from dictatorial executives who rely on threats and punishments to secure
Persuasive messages traveling upward require a special sensitivity to tone. When asking
supervisors to change views or take action, Ã¢â‚¬â€¹use words such as Ã¢â‚¬â€¹we suggestÃ¢â‚¬â€¹ and Ã¢â‚¬â€¹we recommend
rather than Ã¢â‚¬â€¹you mustÃ¢â‚¬â€¹ or Ã¢â‚¬â€¹we shouldÃ¢â‚¬â€¹. Ã¢â‚¬â€¹Avoid sounding pushy or argumentative. Strive for a
conversational, yet professional, tone that conveys warmth, competence, and confidence.
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