Your Task Write a polite adjustment letter to Amanda Greene-Hedwig, Greene Engineering Solutions, Inc., 2328 East Van Buren St., Phoenix, AZ 85006, to secure the customer's goodwill and future business. As assistant to Joseph A. Morgan, Regional General Manager at ProCar Rentals, you read a shockingly irate complaint letter from a corporate customer (See Activity 8.6) addressed to your boss. Amanda Greene-Hedwig, Sales Manager for Greene Engineering Solutions, Inc., in Phoenix, Arizona, has angrily detailed her tribulations with your company's Phoenix- Mesa Gateway Airport branch.
Apparently, she and a colleague suffered long delays in obtaining their rental car. To compensate for the late car delivery, the customers received complimentary use of a navigation device, a $180 value plus taxes and surcharges that added up to another $60. However, at the end of their rental period, their bill reflected the full cost of the GPS. After multiple phone calls to the Phoenix-Mesa Gateway Airport branch as well as to the ProCar Rentals corporate offices, Ms. Greene-Hedwig apparently was finally able to have the $180 credited to Greene Engineering Solutions' business account. However, soon she realized that

the $60 levy had not been credited. She now wants the remainder of the refund. Ms. Greene- Hedwig has no confidence in the Phoenix-Mesa branch and is asking your boss to intervene on her behalf and reverse the remaining $60 charge.
Mr. Morgan asks you to investigate what has gone so terribly wrong at the Phoenix-Mesa Gateway Airport location. You learn that the branch is an independent franchisee, which may explain such a laxness in customer service that is unacceptable under corporate rules. In addition, you find out that the branch manager, Frank Anderson, was traveling on company business during Ms. Greene-Hedwig's rental period and then left town to attend two management training seminars. Mr. Morgan is concerned that ProCar might lose this disappointed customer and decides to offer 20 percent discount vouchers for the engineering company's next three rentals, valid at any U. S. branch. He wants you to draft the letter and enclose the discount vouchers.