Bad News Letters Issues - Essay Example

We further took the step to speak with the manager at the retailer, Wilson's Gourmet, where the charges originated. We are satisfied that the charge card equipment was operating correctly and did not result in an error. The three charges; $23.02, $110.95, and $47.50 were of different amounts, which eliminated any other human, or system error.

After carefully considering the results of our investigation, we respectfully feel that we must deny the credit you have requested to be placed on your account.

If you have any further questions you may contact me at 555-555-1212. I will be glad to answer any questions that arise or address any additional concerns you may have.

We appreciate you as a long-time patron of our bank and look forward to continuing our relationship in the future.

Audience composition: Mrs. Caldwell is a valued customer. Based on the fact she was alerted to a possible error by the duplicate reference numbers indicates she has an understanding of her account and statement. She requires details. She is affluent based on her accounts and has the potential to use that as leverage to influence the bank's decision.

Audience's level of understanding: Mrs. Caldwell will fully understand the process the bank used to make its decision. She will understand that we were thorough and based our decision on fact and not bias.

Audience's expectations and preferences: Mrs. Caldwell will expect a credit on her account. She will, however, be open to accepting a denial if she can be convinced that the decision is correct.

Audience's probable reaction: Mrs. Caldwell will be defensive. Based on her perception of the store stealing from her, it is even more important she be adequately convinced that the charges are legitimate. When she rereads the letter, the positive tone of the letter should overcome any initial rejections she may have of our decision.