Thismessagetransmitsasuggestionfromanemployeetoherboss.Themessagehasproof-reading,spelling,grammar,punctuation,wordiness,andotherwritingfaultsthatrequirecorrection.StudytheguidelinesintheGrammar/MechanicsHandbook,aswellasthelistsofConfusingWordsandFrequentlyMisspelledWordsattheendofthebook,tosharpenyourskills.

Your Task.Editthefollowingmessagebycorrectingitserrors(a)inyourtextbookor(b)onaphotocopyusingproofreadingmarksfromAppendixB.

To: Daniel R. Kesling &[emailprotected]> From: Holly [emailprotected]> Subject: My Idea Cc: Bcc:

Mr. Kesling,

DuetothefactthatyourecentlyaskedforideasonhowtoimprovecustomerrelationsIamsubmittingmyidea.ThismessageistoletyouknowthatIthinkwecan improve customer satisfaction easy by making a change in our counters.

LastJuneglassbarrierswereinstalledatourbranch.Therearetellersononesideandcustomersontheother.Thebarriers,however,dohaveairventstobeabletoallowwetellerstocarryoncommunicationwithourcustomers.Managementthought thatthesebulletproofbarrierswouldpreventandstopthiefsfromjumpingoverthecounter.

Iobservedthattherewerecustomerswhoweresurprisedbytheselargeglasspartitions.Communicationthroughthemisreallyextremelydifficultandhard.Boththecustomerandthetellerhavetoraisetherevoicestobeheard.Itsevenmoreofainconvenencewhenyouaredealingwithanelderlypersonorsomeonewhohappenstobefromanothercountry.Beyondashadowofadoubt,thesenewbarriersmakecustomers feel that they are being treated impersonal.

Imadean effortto researchthematterofthesebarriersandmadethediscoverythatwearetheonlybankintownwiththem.Therearemanyotherbanksthataretryingcasual kiosks and open counters to make customers feel more at home.

Althoughitmaybeeasiersaidthandone,Isuggestthatweactuallygiveserious considerationtotheremovalofthesebarriersasabeginningandinitialsteptowardimproving customer relations.

Holly McKenney E-mail: [emailprotected] Support Services (514) 448-3910