A Reply Sent to an Erring Customer: Questions

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A Reply Sent to an Erring Customer
Dear Sir,
Your letter of the 23rd, with a cheque for Rs. 25,000/- on account, is to hand. We note what you say as to the difficulty you experience in collecting your outstanding accounts, but we are compelled to remark that we do not think you are treating us with the consideration we have a right to expect. It is true that small remittances have been forwarded from time to time, but the debit balance against you has been steadily increasing during the past twelve months until it now stands at the considerable total of Rs. 85,000/- Having regard to the many years during which you have been a customer of this house and the, generally speaking, satisfactory character of your account, we are reluctant to resort to harsh measures. We must, however, insist that the existing balance should be cleared off by regular installments of say Rs. 10,000/- per month, the first installment to reach us by the 7th. In the meantime you shall pay cash for all further goods; we are allowing you an extra 3% discount in lieu of credit. We shall be glad to hear from you about this arrangement, as otherwise we shall have no alternative but definitely to close your account and place the matter in other hands. Yours truly,

Questions:
1.Comment on the appropriateness of the sender’s tone to a customer.

Answer:
The letter should have begin with a paragraph that brings out the general situation (conditions) as a context in which the reader’s request was considered and also indicated in a neutral or friendly tone the reasons that would lead to a negative information/refusal. In this situation the sender’s tone is rude and harsh, should have avoided.

The sender could not convey message in a tone assuring the reader that the negative message decision is arrived at after a careful and thorough consideration of the total situation and facts that cannot be altered by the sender or the decision maker.

Sender did not meet the basic purpose...
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