{"panels":[{"content":{"params":{"text":"

From: John Jaur\u00e8s [johnjon@productive.com]<\/p>\n\n

Sent: Tuesday, October 21, 2020 10:13 AM<\/p>\n\n

To: Team Members<\/p>\n\n

Subject: Changes to Agenda<\/p>\n\n

Hi Everyone, Here are some additions to the agenda for our meeting on Thursday:<\/p>\n\n

New software installation<\/li>\n\t
Changes to protocol<\/li>\n\t
Email monitoring policy<\/li>\n<\/ul>\n\n
If you have any additions, please let me know by the end of day tomorrow.<\/p>\n\n
Thanks,<\/p>\n\n
John<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"5243e170-871c-445b-a6bc-454ba0523f8b","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Internal: simple email about an agenda change"},{"content":{"params":{"text":"
From: daraujo@teamcloud.com<\/p>\n\n
Sent: Tuesday, February 08, 2020 2:06 PM<\/p>\n\n
To: Eddie Bangston<\/p>\n\n
Subject: Team Cloud Employee Benefits<\/p>\n\n
WELCOME TO Team Cloud!<\/p>\n\n
Team Cloud is committed to providing our employees with the highest quality of benefits at an affordable price.<\/p>\n\n
In our efforts to make your orientation a pleasant one, we have implemented a web-based employee self-service system, to assist you in completing the new hire process, including benefits enrolment.<\/p>\n\n
A personalised account has been created for you. To log in, please visit www.mybenefits.com and log in using the User ID and Password provided at the end of this email.<\/p>\n\n
Before logging in, please be sure to disable any Pop-Up Blockers or adjust your settings to allow pop-ups from mybenefits.com. Also, it is helpful to have all your dependents\u2019 social security numbers, birthdates, etc.<\/p>\n\n
Please log in as soon as possible. This system is designed to provide you with information regarding our benefit programs to make the enrolment process more efficient. If you need assistance, please don\u2019t hesitate to contact me.<\/p>\n\n
Once again, welcome to Team Cloud!<\/p>\n\n
Best Regards,<\/p>\n\n
Derrick Araujo<\/p>\n\n
Human Resources Generalist<\/p>\n\n
866.419.4111<\/p>\n\n
<\/p>\n\n
User ID: ebangston<\/p>\n\n
Password: teamcloud1<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"f8f0e65c-bd24-49af-8475-357f509bb01d","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Internal: Instructions to new staff member"},{"content":{"params":{"text":"
Request messages should should have direct subject lines. Provide details of the request in the body of the message. Close your message with a call to action and an appreciation.<\/p>\n\n
\n
ABC Software<\/p>\n\n
To: Mike Scott<\/p>\n\n
CC: Western Sales Team<\/p>\n\n
Subject: Exclusive Event: Executive Summit On Business Agility<\/p>\n\n
Dear Mike,<\/p>\n\n
Senior leaders like you know that delivering faster is critical in order to adapt to rapidly shifting customer expectations, changes in competing businesses, and regulatory changes. If you\u2019re facing these challenges, then most likely, so are your peers.<\/p>\n\n
We thought you\u2019d be interested in attending ABC's upcoming 'Executive Summit on Business Agility' on June 15, where senior executives can engage with peers and co-create fresh ideas to solve their toughest business challenges.<\/p>\n\n
- Have meaningful, face-to-face interactions with other F500 senior leaders.<\/li>\n\t
- Learn directly from executives who are tackling similar challenges.<\/li>\n\t
- Participate in facilitated, expert-led discussions on how to manage your whole business system for speed, steering, and opportunity.<\/li>\n<\/ul>\n\n
  Please include this invitation code ES25V on the 'Request to Attend' form. As an additional benefit of participating in the Executive Summit, enjoy a complimentary pass to the ABC-ON!\u2122 business agility conference, June 15\u201317 in Phoenix, Arizona at the AAA 4-Diamond JW Marriott Phoenix Desert Ridge Resort, where we will have Josh Jones, Dan Atware, and Jalissa O\u2019Neill, as our distinguished keynote speakers.<\/p>\n\n
  To create a valuable exchange of ideas, this event is limited to 50 attendees. The event is filling up fast, so please respond within the next few days.<\/p>\n\n
  Best regards,<\/p>\n\n
  Dan Smith<\/p>\n\n
  Senior VP\/ Sales<\/p>\n\n
  ABC Software<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"6a6dda53-3bab-4168-9241-8f580d802ede","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External email - request to a customer"},{"content":{"params":{"text":"
  Get to the point right away in the subject line, justify and explain in the body of the message, and end with a clear description of your desired outcome.<\/p>\n\n
  \n
  October 15, 2020<\/p>\n\n
  To: General Manager Best Eastern Hotels<\/p>\n\n
  From: Sheila Eastman<\/p>\n\n
  Subject: Erroneous Charge on My Stay October 4<\/p>\n\n
  Dear Mr. Smith,<\/p>\n\n
  Upon receipt of my hotel bill for my stay on October 4, I noticed I had been mistakenly charged for a room service meal. I did not have room service during my brief stay, and would expect an immediate credit in the amount of $64.73 to my credit card account.<\/p>\n\n
  Thank you for your prompt attention to this matter.<\/p>\n\n
  Best regards,<\/p>\n\n
  Sheila Eastman<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"11039504-bef2-4fb4-a080-938412f71be8","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External email: complaint to another business"},{"content":{"params":{"text":"
  When your message contains good news or is informational, it is always best to get to the point right away. We do not want to waste our customer\u2019s time reading through unnecessary background or other details before we deliver the core message.<\/p>\n\n
  \n
  April 2, 2020<\/p>\n\n
  Re: A suggestion for your next release<\/p>\n\n
  To: John Goodenow<\/p>\n\n
  Dear John,<\/p>\n\n
  Thank you for taking the time to let us know of your idea. I brought it up at yesterday\u2019s project status meeting with the developers, and everyone reacted positively to your suggestion. In fact, we wanted to get more details from you about how you would like to see the feature work. Would you be available later this week to spend a few minutes on the phone with Josh and Alicia, who are responsible for that area of the product line, to discuss?<\/p>\n\n
  Please let us know when a convenient time for the call would be. Once again, thanks for being a great customer and providing such useful feedback.<\/p>\n\n
  Best regards,<\/p>\n\n
  Bob<\/p>\n\n
  Senior Product Manager<\/p>\n\n
  ABC Software<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"2ecb9b82-cde9-4f17-a461-0583b8714f45","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External: 'good news' message to a customer"},{"content":{"params":{"text":"
  Delivering bad news to a customer is never easy, because we naturally do not want to disappoint them. However, there will be times when a business email will need to deliver a message that is going to be taken as bad news. There is some controversy about the best way to do so.<\/p>\n\n
  Some people believe that bad news should not be delivered right away in an email communication to a customer. It is thought that this type of message should begin with a 'buffer'\u2014 perhaps the facts that led to the situation, an immediate expression of apology and empathy, or an appreciation of our relationship with the customer. This so-called 'indirect' approach to communicating would then call for revealing the bad news in the middle of the message. The closing of this style of email would then end with a positive sentiment about future business, perhaps some sort of discount on the next purchase, etc.<\/p>\n\n
  The major problem with this indirect email structure is that it can be perceived by the customer to be insincere, unethical, and a 'run around'. Many people prefer to get the bad news directly, and not feel as if they are being misled or manipulated. In summary, great care should be taken before adopting the indirect method of delivering bad news to customers.<\/p>\n\n
  \n
  April 2, 2020<\/p>\n\n
  *Bob Josephson<\/p>\n\n
  Re: A suggestion for your next release<\/p>\n\n
  To: John Goodenow<\/p>\n\n
  Dear John,<\/p>\n\n
  ABC Software is considered to be one of the most customer-driven software companies in the industry. A key part of that reputation is our responsiveness to customer suggestions for product features.<\/p>\n\n
  We thank you for your feature suggestion, and we are sorry that we will not be able to consider your suggestion for the next release, as we simply do not have the staff to implement such a feature. As you may know, the growth of the software industry has put increasing pressure on the ability of companies to hire software developers.<\/p>\n\n
  We hope that you will continue to remain a loyal user of ABC and will not hesitate to send your suggestions to us in the future.<\/p>\n\n
  Best regards,<\/p>\n\n
  Bob<\/p>\n\n
  Senior Product Manager<\/p>\n\n
  ABC Software<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"450dc3c7-5276-4ca2-846a-e71c9d93e4b1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External: 'Bad news' message to a customer (indirect approach)"},{"content":{"params":{"text":"
  While some may find the indirect approach more pleasant than an immediate 'no', as we've seen, others may feel like that type of email is insincere and prefer a more direct message. Here is the same response modified to be more direct.<\/p>\n\n
  \n
  April 2, 2020<\/p>\n\n
  *Bob Josephson<\/p>\n\n
  Re: A suggestion for your next release<\/p>\n\n
  To: John Goodenow<\/p>\n\n
  Dear John,<\/p>\n\n
  Thank you so much for your new feature suggestion. We are sorry that we will not be able to consider your suggestion for the next release, as we simply do not have the staff to implement such a feature. As you may know, the growth of the software industry has put increasing pressure on the ability of companies to hire software developers.<\/p>\n\n
  We hope that you will continue to remain a loyal user of ABC and will not hesitate to send your suggestions to us in the future.<\/p>\n\n
  Best regards,<\/p>\n\n
  Bob<\/p>\n\n
  Senior Product Manager<\/p>\n\n
  ABC Software<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"ed989373-a381-495c-af36-ebb39a42d37b","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External: 'Bad news' message to a customer (direct approach)"},{"content":{"params":{"text":"
  Here is an example of how a critical customer message can be handled.<\/p>\n\n
  \n
  September 22, 2020<\/p>\n\n
  *Sara Hernandez<\/p>\n\n
  Re: Why doesn\u2019t your app work on my device?<\/p>\n\n
  To: Mark Griffiths<\/p>\n\n
  Dear Mark,<\/p>\n\n
  Thank you so much for sending in your inquiry. We took a look at the information and screenshots you provided, and it looks like your device may not have its location functionality turned on, which can prevent our app from working correctly. For guidance on turning on your location functionality, please look at the attached guide.<\/p>\n\n
  If this doesn\u2019t resolve the issue, please let us know, and we can work with you to solve the problem.<\/p>\n\n
  Sincerely,<\/p>\n\n
  Sara Hernandez<\/p>\n\n
  Customer Support Representative<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"5f3b952d-3d5c-4f81-8061-f0a4afc385bc","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External: replying to a critical customer message"},{"content":{"params":{"text":"
  Not all customer issues can be solved in just one email. Additionally, there may be complex issues that require multiple people to solve the problem. In these situations, it is essential to keep the customer aware that someone is looking into the request; however, sometimes things slip through the cracks.<\/p>\n\n
  Take a look at this email sent to a customer whose product wasn\u2019t working, and then failed to receive any response from customer service.<\/p>\n\n
  \n
  September 22, 2020<\/p>\n\n
  *Rick Donaldson<\/p>\n\n
  Re: Why don\u2019t I get service from your Customer Service Department?<\/p>\n\n
  To: Eddie Bangston<\/p>\n\n
  Dear Eddie,<\/p>\n\n
  We at Distance Golf are very sorry that our initial efforts to satisfy your request have not been satisfactory. I was forwarded your email today from our Customer Service department, and I am now able to inform you that we have discovered the cause of the problem.<\/p>\n\n
  It seems that the country club you joined is not currently on our list of supported golf courses for our GPS distance device. I apologize that Customer Service did not immediately get back to you with that information; it took longer than anticipated to discover when your country club was scheduled to be added to our supported courses.<\/p>\n\n
  I am happy to report the good news that your country club is on the list of supported golf courses for the next software update release. You should be able to use our product to lower your scores as soon as the December 1st release. We\u2019ve also attached a list of courses in a ten-mile radius of your country club that are currently supported on the GPS distance device.<\/p>\n\n
  Again, our apologies to you for the delayed response to your inquiry. Hopefully, you will get years of happy golfing from Distance Golf.<\/p>\n\n
  Sincerely,<\/p>\n\n
  Rick Donaldson<\/p>\n\n
  General Manager<\/p>\n\n
  Distance Golf<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"2c4da5a3-06bf-42f1-be83-f620e4cb6fd5","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External: reply to a complex customer complaint"},{"content":{"params":{"text":"
  When responding to a customer request, use the subject line to reinforce your main point. Provide your answer to the request right away in the opening of your message. Use the body of the message to provide details, explanation and any additional information needed. Close with a summary and expression of appreciation and goodwill.<\/p>\n\n
  \n
  July 31, 2020<\/p>\n\n
  *Dave Waddell<\/p>\n\n
  Re: Your July 25 Inquiry Regarding Additional Education Discount<\/p>\n\n
  To: Dan O\u2019Connell<\/p>\n\n
  Dear Dan,<\/p>\n\n
  Thank you for your message regarding Plato Publishing\u2019s discount to academic institutions. Yes, we do offer an additional discount for Higher Education purchases.<\/p>\n\n
  Our website has the complete table of information used to calculate volume discounts off our list price. For academic institutions such as yours, we add an additional 25% discount to the volume discount price. There is also a monthly list of publications being offered at special prices that will also receive the additional academic discount.<\/p>\n\n
  I have attached a PDF list of our complete offering for your convenience.<\/p>\n\n
  We greatly appreciate your ongoing business. Please contact me if you have any further questions or needs.<\/p>\n\n
  Sincerely,<\/p>\n\n
  Dave Waddell<\/p>\n\n
  Customer Service Manager<\/p>\n\n
  Plato Publishing<\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"2e68a682-e11f-47bc-977b-da12b275cec3","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"External: responding to a customer's request"},{"content":{"params":{"text":"
  This content is adapted from External Communication<\/a>. Authored by<\/strong>: Robert Danielson. Provided by<\/strong>: Lumen Learning. License<\/strong>: CC BY: Attribution<\/a><\/em><\/p>\n"},"library":"H5P.AdvancedText 1.1","subContentId":"04c59aa0-857b-4b67-8f93-64be0e3e58d6","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"title":"Attribution"}],"hTag":"h2"}

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