Question

Question 1 The following questions are based on the letter below.
Dear Madam:
Unfortunately, because you have not paid your account for the last three months, we have absolutely NO CHOICE but to turn off your heat soon. We know that winter is upon us and it's a horrible time to be without heat, but you really brought this on yourself.
Next time, we recommend PAYING your bills ON TIME. If you get us your outstanding payments soon, you can keep your heat. As always, we appreciate your business and value you as our customer. Sincerely, Tcnaga Api Customer Service Team
(a) Evaluate THREE (3) effectiveness of the letter. You are expected to include aspects of you-attitude and positive emphasis in building goodwill.
(b) Rewrite the letter in a way that builds goodwill to the customer and at the same time, delivers the message.

Answer 1

THREE (3) effectiveness of the letter -

1: Professionalism -

There is so much professionalism seen by Tcnaga Api customer support team .The politness by which they are delivering their message is also very decent and also the message is also delivered .

2: Practicing clear communication with the Customer - As the customer support person clearly conveys the message as Dear Madam:
Unfortunately, because you have not paid your account for the last three months, we have absolutely NO CHOICE but to turn off your heat soon. We know that winter is upon us and it's a horrible time to be without heat, but you really brought this on yourself.

3: Use of positive language in the communication and Greetings -

The langauage which was used was such positive and the way the customer support executive Greeted the Client as As always, we appreciate your business and value you as our customer. Next time, we recommend PAYING your bills ON TIME. If you get us your outstanding payments soon, you can keep your heat.

b.Rewrite the letter in a way that builds goodwill to the customer and at the same time, delivers the message-

Dear Madam,

Greetings !!!

Hope you doing good ? This mail is regarding as you are our one of the Premium Customer and for our company "Customer is God " .Mam us we were suprised to check that you have not paid your electricity bill dues from the last three months and we were suprised to see that from a Premium Client like you .

At our company we have some Rules and Regulations which we follow for every client without any biasness so As per following the rules and regulations we feel very bad as WE HAVE TO TURN OFF YOUR HEAT SOON.

Mam as you know it is the Winter time so its is very horrible and uneasy to rest and sleep without Heat so i would request you or if suppose you have missed paying the dues this would be a Gentle reminder for you to clear the dues on very urgent basis to avoid any Connection breakdowns or any other Consequences .

So its a request madam as we don`t want our Strong Relationship with you should be effected by just a small thing so kindly clear all the remaining Dues so that you can enjoy your Heat in Winters and also we recommend you for PAYING your bills on time in future and coming days .

As always, we appreciate your business and value you as our customer .

Feel free to contact us and its always our pleasure to serve you as a client

Regards

Tcnaga Api Customer Service Team