EXERCISE #3: Respond to customer requests by creating goodwill

Callan Reis wrote to her companys employee benefits director to appeal the directors decision not to reimburse certain healthcare expenses. The benefits director drafted the following message, responding positively to Callans appeal. However, in evaluating this message before sending, the writer determined the message did not promote goodwill.

What changes would you recommend to the writer? Re-write the email with the changes you make.

Insert Options Message Format Text Rei Callan Reis To.. Subject Your Health Care Reimbursement Appeal Send Hello Callan: I have reviewed your appeal letter regarding your healthcare reimbursement account. Based on the circumstances, and the fact that you met the original deadline to submit a claim for 20XX, I am willing to allow the claim. I hope this resolves the matter. Please let me know if there are any other questions or concerns. Alice Donnelly Director, Benefits Delamore Industries 3298 Ridgeland Highway Cape Breton, NS B1X 2G7 Phone: 902.555.8588 Fax: 902.555.5136 a-donnelly@delamore.com