Fin Gerpickin Taylor Guitars Bad News Letter
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Fin Gerpickin Taylor Guitars Bad News Letter
YOU ARE:
Dewey Cheatem Community Education Department Manager Mira Costa College, 1 Barnard Drive, Oceanside, CA 92056
THEY ARE:
Fin Gerpickin Training Manager Taylor Guitars 123 Mission Avenue, Oceanside, CA 92056
THE SITUATION:
MiraCosta College offers a two-week ‘Customer Service Academy’ course for local businesses in Oceanside, as part of their Community Education Department.
These courses are offered as community service outreach program to the local business community. Prices are set to break even, not to make a profit. In fact, the Oceanside Chamber of Commerce helps subsidize the expense of offering these courses by paying for the training materials that go with the course. In order for the course to break even (cover the cost of the instructor), the course must have full registration before it is offered.
These Customer Service Courses are capped at 30 students, and demand has been high for some time since they are only offered once a quarter. In fact, you had to turn away five students for this most recent session.
Taylor Guitars – located in Oceanside– had signed up four of their customer service employees to attend your last session. But they never showed up. Today, two days into the two-week program, you received an email from Fin Gerpickin – Training Manager for Taylor Guitars, explaining the situation. A new guitar line was experiencing quality problems, and the customer service department was slammed answering calls. As a result, the four Taylor Guitar employees were unable to attend.
Fin Gerpickin of Taylor Guitars is asking for a full refund for the tuition cost for the four employees because of the customer service crisis they are experiencing. Tuition is $500 each attendee; $2,000 total. Because these courses are offered at cost to the local community and also subsidized by the Chamber of Commerce, you cannot honor a refund. There are still eight days of training remaining in the course. Now you must write a bad newsletter to Fin, delivering the bad news. You’ll want to maintain goodwill and seek to convince Fin that your response is fair.
Fin Gerpickin Taylor Guitars Bad News Letter
RUBRIC
Excellent Quality
95-100%
Introduction 45-41 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Literature Support
91-84 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Methodology
58-53 points
Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score
50-85%
40-38 points
More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.
83-76 points
Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.
52-49 points
Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality
0-45%
37-1 points
The background and/or significance are missing. No search history information is provided.
75-1 points
Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.
48-1 points
There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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