2. Document for Analysis: Email Message (Obj. 1)
Analyze the following email message for content, tone,
formatting, and email practices. Revise the email message if
directed by your instructor.
Email from Sarah Howard-Berry sent 12/2/2011 at 1:45 p.m.
To: MS. HALEY LAND, MANAGER,
CUSTOMER SERVICE CENTER
Subject: GOAL FINALLY ACHIEVED
Cc: Jason Carson, Anna Bryant, Ellen Son
DEAR HALEY
As you are aware that our customers are exceptionally important to us, therefore we hire an independent customer quality assurance firm to monitor our customer service representative communications. Over the past year that firm has reported that the quality and efficiency of our representatives has failed to improve. However, last month the firm finally reported that your sales representatives achieved our established goals. We commend you on this achievement. Thank you for ensuring that “The customer is king” is not an empty advertising.
SLOGAN.
BCNU,
HALEY
Compose scripts for the following voice mail recordings:
a. You will be away from your job as loan counselor at
Hometown Bank for three days while you attend a profes-
sional conference. Fellow loan counselor, James Lumas, will
be handling your calls while you are away. Compose a script
of the voice mail recording you will leave on your phone
prior to departing for your conference.
b. As owner and operator of Sis’s Florist Shop, you close your
shop on Sundays. You do, however, accept orders via your
home telephone for flowers and plants to be picked up or deliv-
ered on Monday or later. Compose a message to be left on your
phone when you close the shop on Saturday evenings, inform-
ing customers who call in as to how to reach you for ordering.
c. You are the office administrator for Medical Associates, a
physicians’ clinic. Compose a voice mail message that will
be heard by patients and other parties who call after hours.
You will need to explain how to reach the voice mail box
for the appointment desk, each physician, the insurance
office, and the laboratory.
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