USING THE MODEL TO CONSTRUCT AN INFORMATIVE OR GOOD NEWS LETTER Locker, Exercise 7-19

BASIC INFORMATION & ANALYSIS This is an existing customer in good standing Credit card business is very competitive There is no information about age, education Sufficient SES for credit account Gender is Female, Marital status unknown

BEGINNING YOUR LETTER Use the Block-Style letter format and make sure you are careful with the salutation. Be formal and never use first names. June 1, 2004 Ms. Naomi Neyens 4453 Birch Terrace Santa Fe, New Mexico 87550 Dear Ms. Neyens:

CONSTRUCTING THE FIRST PARAGRAPH Use the first paragraph to build goodwill and introduce the reason for the letter. Citi Card prides itself in providing competitive services to account holders such as yourself in good standing.

CONSTRUCTING THE FIRST PARAGRAPH Use the first paragraph to build goodwill and introduce the reason for the letter. Citi Card prides itself in providing competitive services to account holders such as yourself in good standing. Your telephone call last week gave me the opportunity to review our fee-charge policy.

CONSTRUCTING THE FIRST PARAGRAPH Use the first paragraph to build goodwill and introduce the reason for the letter. Citi Card prides itself in providing competitive services to account holders such as yourself in good standing. Your telephone call last week gave us the opportunity to review our fee-charge policy. Because of this I would like to tell you that Citi Card is changing your account to one with no annual fee.

CONSTRUCTING THE MIDDLE PARAGRAPH(S) Use the middle paragraph(s) to provide the reader with any necessary details, instructions, or explanation. Many credit card companies, such as Citi-Card, employ an annual fee in order to maintain the lowest possible interest rate for card holder purchases.

CONSTRUCTING THE MIDDLE PARAGRAPH(S) Use the middle paragraph(s) to provide the reader with any necessary details, instructions, or explanation. Many credit card companies, such as Citi-Card, employ an annual fee in order to maintain the lowest possible interest rate for card holder purchases. While we have removed the fee and credited your account, your interest rate will remain at a low 19.5%.

CONSTRUCTING THE MIDDLE PARAGRAPH(S) Use the middle paragraph(s) to provide the reader with any necessary details, instructions, or explanation. Many credit card companies, such as Citi-Card, employ an annual fee in order to maintain the lowest possible interest rate for card holder purchases. While we have removed the fee and credited your account, your interest rate will remain at a low 19.5%. The account affected is 5346-1120-3367-4455.

CONSTRUCTING THE MIDDLE PARAGRAPH(S) Use the middle paragraph(s) to provide the reader with any necessary details, instructions, or explanation. Many credit card companies, such as Citi-Card, employ an annual fee in order to maintain the lowest possible interest rate for card holder purchases. While we have removed the fee and credited your account, your interest rate will remain at a low 19.5%. The account affected is 5346-1120-3367-4455. Please check your next statement to verify that the $49 annual fee was correctly credited.

CONSTRUCTING THE MIDDLE PARAGRAPH(S) Use the middle paragraph(s) to provide the reader with any necessary details, instructions, or explanation. Many credit card companies, such as Citi-Card, employ an annual fee in order to maintain the lowest possible interest rate for card holder purchases. While we have removed the fee and credited your account, your interest rate will remain at a low 19.5%. The account affected is 5346-1120-3367-4455. Please check your next statement to verify that the $49 annual fee was correctly credited. The annual fee has been permanently waived for the life of your account.

CONSTRUCTING THE CLOSING PARAGRAPH Use the closing paragraph to build goodwill with the reader. Personalize when possible and include any contact information. Ms. Neyens, your personal telephone call was very nice, and I appreciated your giving me an opportunity to help you.

CONSTRUCTING THE CLOSING PARAGRAPH Use the closing paragraph to build goodwill with the reader. Personalize when possible and include any contact information. Ms. Neyens, your personal telephone call was very nice, and I appreciated your giving me an opportunity to help you. Customers like yourself are what make Citi Card one of the top-ranked credit card companies in America.

CONSTRUCTING THE CLOSING PARAGRAPH Use the closing paragraph to build goodwill with the reader. Personalize when possible and include any contact information. Ms. Neyens, your personal telephone call was very nice, and I appreciated your giving me an opportunity to help you. Customers like yourself are what make Citi Card one of the top-ranked credit card companies in America. Should you need any further assistance, please call me directly at 404-355-7823.

ENDING YOUR LETTER Use a simple close and always list your name and title. Skip three lines for your signature. Sincerely, Tina Andrews Customer Service Representative

POST CONSTRUCTION REVIEW Use the Print-Preview and Spell-Check functions in WORD to check all of the following: Check for any spelling or typographical errors Are the margins even all around the page? Is the letter visually pleasing on the page? Are there any obvious spacing or layout problems? Will the letter provide an accurate impression of your ability and credibility?

USING THE MODEL TO CONSTRUCT AN INFORMATIVE OR GOOD NEWS LETTER Locker, Exercise 7-19