You work in member services for a local credit union. Today you received a phone call...
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You work in member services for a local credit union. Today you received a phone call from Linda Bales, a very upset credit union member. Every month, her paycheck is deposited in her savings account, with $1,000 automatically transferred to her checking account so that she can pay her bills. The automatic transfer has been occurring for three years and has never failed before. Last month, however, the funds were not transferred. Not realizing the funds had not transferred, Ms. Bales wrote several checks against the checking account. The account, of course, had insufficient funds to cover the checks, and Ms. Bales incurred service charges of $250. Although Ms. Bales should have checked her account balance before writing the checks, the error is clearly the credit union's fault. When you spoke with Ms. Bales on the phone, you told her you would transfer the $1,000 funds and reverse the service charges. Credit union policy requires that you follow up these types of phone calls with a letter verifying that you have resolved the issue and explaining to the member what you did. Write the letter to Ms. Bales. Your letterhead will be for the credit union you work for (you add the contact info) and use either Full Block or Modified Block format. Include only the information Ms. Bales needs to know. What is the best news she would like to hear? Because this news is good, use the Direct Approach. Focus on the positive, avoiding any negative references to the situation. Since you are trying to restore the goodwill and keep her as a customer, you might remind her that if she would use the automatic payment option offered by the power company, most credit cards companies, and many other services, she would not have to worry about what was in her checking account or about even having to transfer money to her account each month *See new items added to the grading criteria below. Grading Criteria: Assume the reader is going to like what you have to say so use the Direct Approach. Use eye-appealing format-Either the Full Block or the Modified Block Letter Format. Use a proper signature block. Avoid beginning paragraphs with any pronouns that refer to you! (I, We, Our, My, etc. You work in member services for a local credit union. Today you received a phone call from Linda Bales, a very upset credit union member. Every month, her paycheck is deposited in her savings account, with $1,000 automatically transferred to her checking account so that she can pay her bills. The automatic transfer has been occurring for three years and has never failed before. Last month, however, the funds were not transferred. Not realizing the funds had not transferred, Ms. Bales wrote several checks against the checking account. The account, of course, had insufficient funds to cover the checks, and Ms. Bales incurred service charges of $250. Although Ms. Bales should have checked her account balance before writing the checks, the error is clearly the credit union's fault. When you spoke with Ms. Bales on the phone, you told her you would transfer the $1,000 funds and reverse the service charges. Credit union policy requires that you follow up these types of phone calls with a letter verifying that you have resolved the issue and explaining to the member what you did. Write the letter to Ms. Bales. Your letterhead will be for the credit union you work for (you add the contact info) and use either Full Block or Modified Block format. Include only the information Ms. Bales needs to know. What is the best news she would like to hear? Because this news is good, use the Direct Approach. Focus on the positive, avoiding any negative references to the situation. Since you are trying to restore the goodwill and keep her as a customer, you might remind her that if she would use the automatic payment option offered by the power company, most credit cards companies, and many other services, she would not have to worry about what was in her checking account or about even having to transfer money to her account each month *See new items added to the grading criteria below. Grading Criteria: Assume the reader is going to like what you have to say so use the Direct Approach. Use eye-appealing format-Either the Full Block or the Modified Block Letter Format. Use a proper signature block. Avoid beginning paragraphs with any pronouns that refer to you! (I, We, Our, My, etc.
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XYZ lane Scottish colony London Street Harley 09 Date26th September 2019 C... View the full answer
Related Book For
Business Statistics a decision making approach
ISBN: 978-0133021844
9th edition
Authors: David F. Groebner, Patrick W. Shannon, Phillip C. Fry
Posted Date:
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