NAME-TANMAYEE WAICHAL ROLL NO.

- 21MBAOPE007
ESSENTIALS OF BUSINESS COMMUNICATION CASE STUDY 3

CASE: A REPLY TO AN ERRING CUSTOMER

1. Comment on the appropriateness of the sender’s tone to a customer.
 The sender’s tone is appropriate in this reply.
 The customer hasn’t paid his dues and thus there needs to a serious tone to the
letter.
 Even though it is a serious toned letter, the sender is always respectful to the
customer.
 The letter is not arrogant but intimidating enough to make the customer realize
the seriousness of the issue.
 The customer hasn’t paid his dues in the last 12 months, yet the sender is
offering him 3% discount in lieu of credit. This shows that the sender is positively
pushing the customer to pay his dues.

2. Point out old fashioned phrase and expression.

 ‘Is to hand’

 ‘Customer of this house’

 ‘Lieu of’
 ‘Place matter in other hands’
 ‘Restore to harsh measures’
 ‘compelled to remark’

3. Rewrite the letter according to the principles of effective writing in business.

Respected Sir,

This is to acknowledge your letter received on the 23rd with a cheque of Rs.25000/-.

We would further like to add that, we notice the difficulty you face in collecting your
outstanding shares that are authorised and purchased by you, but we now have a
compelling remark on your statements because of your outstanding payment of dues.
We have noted and agree that small remittances have been transferred by you, but still
the debit balance against you has been continuously increasing for past twelve months.
At the current moment it is approx. rupees Rs.85000/-.

Considering the fact that you are a loyal customer and your generally satisfactory
character of account, we don’t want to resort to harsh measures and oblige you to pay
your outstanding dues.

We must insist that the outstanding dues should be cleared by regular instalments of
about rupees Rs.10000/- per month, the first instalment being on 7 th April. Also, you
shall be paying cash for all further goods; to make these arrangements more convenient
for you, we are allowing you an extra 3% discount instead of credit.

We are waiting for as positive response on this arrangement from you. In case of
differences in your approach, we would be obliged to shut down your account.

Please confirm your position with the Bank and do the needful.

Yours truly