Dear Madam:
Unfortunately, because you have not paid your account for the last three months, we have absolutely NO CHOICE but to turn off your heat soon. We know that winter is upon us and it's a horrible time to be without heat, but you really brought this on yourself.
Next time, we recommend PAYING your bills ON TIME. If you get us your outstanding payments soon, you can keep your heat. As always, we appreciate your business and value you as our customer. Sincerely, Tcnaga Api Customer Service Team
(a) Evaluate THREE (3) effectiveness of the letter. You are expected to include aspects of you-attitude and positive emphasis in building goodwill. (9 marks)
(b) Rewrite the letter in a way that builds goodwill to the customer and at the same time, delivers the message.