Business Writing: Negative Message Assignment

Choose one of the options below and write a letter of 1 to 1 pages to your employees. Remember to pre-write to generate ideas for content, then write a draft, walk away, and then revise for content. Lastly, proofread for format and mechanics. Be sure to include each step of the organizational pattern, in the correct order.

Note: For these assignments, use letter format. Follow the sample for Block Letter Format in your textbook. Youll find the sample in Appendix A, Figure A.3. Note that no letterhead is needed. Adjust the number of spaces above and below the date to roughly center the message on the page. Remember to add your own handwritten signature above your typed signature

Option 2: Assignment 3, from B&T Not this time: Letter Denying Debit Adjustments to a Union Bank of California Customer

You are an operations officer in the ATM Error Resolutions Department at Union Bank of California. Your department often adjusts customer accounts for ATM debit errors. Mistakes are usually honest ones such as a merchant swiping a customers debit card two or three times, thinking the first few swipes didnt take, when they actually did.

Customers who see problems on their statements are instructed to write a claim letter to your department that describes the situation and includes copies of receipts. Customers are notified of the outcome within 10-20 business days. Usually, you credit their account.

However, youve received a letter from Margaret Caldwell, who maintains several hefty joint accounts with her husband at your bank. Three debits to her checking account were processed on the same day and credited to the same market, Wilsons Gourmet. The debits carry the same transaction reference number, 1440022, which is what caught Mrs. Caldwells attention. But you know that the number changes daily, not hourly, so multiple purchases made on the same day often carry the same number. Also, the debits are for different amounts: $23.02, $110.95, and $47.50, so these transactions were not a result of repeated card swipes. No receipts were enclosed.

Mrs. Caldwell writes that the store was trying to steal from her, but you doubt that and decide to contact Wilsons Gourmet. Manager Ronson Tibbits tells you that hes had no problems with his equipment. He also mentions that food shoppers commonly return at different times throughout the day to make additional purchases of items they may have forgotten the first time.

You decide that these charges did not result from an error made by the merchant or by your bank. Either Mrs. Caldwell is confused or shes trying to commit an intentional fraud, but which of these alternatives is the case does not matter under your bank rules for this kind of situation. Its clear that you need to politely deny her request. Write a letter to Mrs. Caldwell.

Hints for Option 2:

Remember, you dont want to lose the customer. Use your buffer and alternatives to help you achieve this goal.

Make sure a clear and logical reason precedes the refusal. The reason should be factual and official, without offending the customer.

Dont imply the refusal. State it briefly but clearly.

Maintain YA and PE throughout the letter.

Dont imply or suggest to the reader that if they try another approach you may change your mind. Make it clear that your answer is final.