Question

The following questions are based on the letter below.

Dead 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 recommended 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,
Tenaga Api Customer Service Team

1. Evaluate THREE (3) effectiveness of the letter. You are expected to include aspects of you-attitude and positive emphasis in building goodwill.
2. Rewrite the letter in a way that builds goodwill to the customer and at the same time, delivers the message.

Answer 1

1.

The three effectiveness of a letter are :

• The letter should be complete : The completeness of a letter depicts whether the intended messsge is totally complete to deliver to the reader without missing any informations.
• The letter should be clear : Clearness about the entire concept of delivering matter is very important as it emphasize on delivering the clear matter without creating any form of ambiguity in the minds of the reader.
• The letter should be attractive: Attractiveness of a letter includes the elements that makes the reader's attention to move throughout the letter.Also when the entire letter is structured on a you- attitude basis, then the reader would feel the letter is specifally conveying certain responsibilities of the reader towards the matter.

2.

Dear Madam,

We regret to inform you that we are sadly forced to turn off the heat soon as the bill of yours has been in due for the past three months.Please support with us and pay the outstanding bill at the earliest as we never want our customers to fight against the intense winter thats coming soon.

Hence, we hope that you would cooperate with us and enjoy our privileges ahead by being our valuable customer as always.

Thanks in advance

Regards

Tenaga Api Customer Service Team

Hence the answer.

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