touchstone-assignment.docx - Touchstones are projects that...

Touchstones are projects that illustrate your comprehension of the
course material, help you refine skills, and demonstrate application of
knowledge. You can work on a Touchstone anytime, but you can't
submit it until you have completed the unit’s Challenges. Once you've
submitted a Touchstone, it will be graded and counted toward your
final course score.
This particular Touchstone gives you an opportunity to practice your
communication, technology, and productivity skills. You will show that
you can use written communication, digital tools, and time
management to solve a customer issue. (You’ll also have a chance to
practice your self and social awareness skill as you craft your
message.) Together, these skills will allow you to communicate your
best with a variety of audiences and for a variety of purposes both in
and outside work, making you more productive no matter what task
you take on.
Touchstone: Plan and Communicate a Time-
Based Task
SCENARIO: On Monday morning, you arrive at work and discover you have an
email from your manager, Sara, about a customer service issue. She is worried
because one of the company’s most important clients did not receive their
shipment. While she acknowledges it isn’t your fault, she needs you to work
quickly to resolve the issue. Her email outlines some tasks that must be
completed in order to address the problem and fast track the solution:
So last Friday, our client didn’t receive their shipment, and now it’s
Monday, making it three days late. We need this problem fixed soon. I
need you to email Renee Colon, the client’s executive assistant, right
away. Apologize for the delay and let her know we’re fixing this issue,
but don’t overdo it. Make sure they know we appreciate their business.
Then, contact Accounts Receivable. Have them issue a full refund on
the customer’s delivery costs and send confirmation of the refund to
them as well. Make sure the client is not charged for the new delivery
either. And have Shipping expedite the new shipment and send
tracking info to the customer. If you contact both departments by the
end of today, Accounts Receivable should be done by Tuesday at the
latest, and Shipping should have the package out the door with
tracking by Wednesday.