7-33. MESSAGE STRATEGIES: WRITING ROUTINE REPLIES [LO-4] You are director of customer services at Highway Bytes, which markets a series of small, handlebarmounted computers for cyclists. These Cycle Computers do many things, from computing speed and distance travelled to displaying street maps with voice-controlled GPS navigation.

Serious cyclists love them, and your company is growing so fast that you can’t keep up with all the customer service requests you receive every day. Your boss wants to not only speed up response time but also reduce staffing costs. She also wants to allow your technical experts the time they need to focus on the most difficult and important questions.