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) Evaluate THREE (3) effectiveness of the letter. You are expected to include aspects of you-attitude and positive emphasis in building goodwill.

This letter is sent to a customer who didn’t pay the bill for last three months.

The three effectiveness of this letter are;

· NO CHOICE: Tcnaga Api Customer Service Team emphasizing on the fact that they do not have any other choice other than turn off the heat of the customer. They would also like to emphasize that as the bill has been due for last three months, this behavior is not expected from any customer. This comes as part of the attitude and business rule of the company

· PAYING: The service team want to convey that Paying Bill is one of the common and essential requirement to avail the service providing by the company and they are expecting every customer to do the same at any course of time to avail an uninterrupted service.

· ON TIME: The service team also wants to emphasize on the main aspect that they expect every customer to pay bill on time. Even though three months payment is due, the customer was able to avail the service. So they are suggesting that if the due is clear till date, they will be reinstating the service.

· They tried to empathize the situation of the customer in the beginning considering the winter season is about to approach and they are ready to reinstate the service immediately if the customer clears due. In the service team mentioned that they always value every customer and would like to service them in the future.

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

Dear Madam,

We have noticed that your bill for heat is due for last three months as per the records. As per the company policy we do not have any other choice other than turning off the heat. We are really sorry for the inconvenience caused to you at this stage. We know that winter is upon us and it is very difficult for us to handle the climate without heat. As you are a valuable customer for us, we guarantee that our service will be reinstated immediately if you can settle the due amount.

Sincerely, Tcnaga Api Customer Service Team

Note: If you liked the answer, please give an Up-vote, this will be quite encouraging for me. Thank you!