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

a).

This letter includes some good effectiveness, here am evaluating 3 of them as follows.

Identify your audience

This letter easily identifying audience, identifying the person you are writing to

Start with the main message

Start with the main message is sign of good effective letter, so this letter also doing same, starting with main message.

Use pronouns

It’s very important in letters to write to the reader by using pronouns. Same has happened here too.

b).

Dear Madam,

Hope you are good, you are one of the best customer we want to continue our business long life, appreciate your business and value as our customer.

This may be happened without your knowledge, unfortunately you have not paid your account for the last three months, hope you will clear all as soon as possible and recommend you paying your bills on time for the next time.

Thanks and regards

Sincerely

Tcnaga Api Customer Service Team