Union Bank Denying Debit Carlos Franco ENGL227 Esther Sapell Rachelson November 11, 2010 Student name: Carlos Franco Case number and short name for case: Mrs. Caldwell denying debit adjustment. I. Plan A. Analyze the Situation 1. What is your general purpose? Notify Mrs. Caldwell the denying of her claim. 2.
What is your specific purpose? Explaining the causes for her debit denying. 3. Exactly what do you want your audience to think, feel or believe after receiving your message? She needs to understand that the transactions are neither a bank nor merchant error. . Who is your primary audience? Mrs. Margaret Caldwell 5.
What is their background? She is a customer that has several hefty joint accounts. 6. How are its members different from one another? She is an important customer for the bank and we need to keep her business. 7. How are its members similar to one another? Because all of them represent business for the bank. 8.
What are their reactions likely to be to your message? She will not be happy, because she has high expectative that the bank will returned her money. B. Gather Information 9.
What information do your readers need to receive? The results of the investigation that was conducted by the bank; which outcome was that Wilsons Gourmet did not try to steal her. 10. What facts must you gather in order to create an effective message? The fact that proves the transactions were the result of multiple card swipes.
C. Select the Right Medium 11. What medium were you told to use in the explanation of the task at the end of your case? The medium is a letter. 12.
If you used a different medium, why did you? No because we need a indirect approach D.Organize the Information 13. What is your main idea? Provide the reasons that caused the bad news, the not refund credit to her account. 14. Will you use the direct or indirect approach? Indirect approach 15. Why are you using the approach you chose? Because we need to persuade the audiences; also, at the same time be effective.
II. Write E. Adapt to Your Audience 16. How will you show sensitivity to your audience’s needs? We appreciated her business; we are willing to review her case if she provided more evidence. 17. How much credibility do you already have with your audience?All the credibility, since we explain to her that the proper investigation was conducted.
18. How will you establish the additional credibility you need? If Mrs. Caldwell gets the copies of her receipts the bank is willing to open her case, and if it is a mistake we will refund her money. 19.
Will your tone be informal or more formal? Firm tone with a positive business relationship. Margaret Caldwell 2789 Arviara Park-way Carlsbad, CA 92008 November 18, 2010 Subj: Over charges claimDear Mrs. Caldwell We had received your letter on November 11 about multiple transactions perform by Wilson’s Gourmet market. It’s very important to us to find out of any inconvenient our customer have with any of your accounts, since this way we will be able to improve our services and provide a excellent protection to our clients; in fact, especially long time customers like you. In the other hand, it has come to our attention that this is a big problem that many customer claims to have with their debit cards.Base on the analysis of all the information we were able to gather from your claim, we have verified that the transactions with reference number 1440022-22839837109 that were done from your checking account at Wilson’s Gourmet for the amounts of $23.
02, $110. 95, and $47. 50 on the same day, were not the result of multiple card swipes; as a matter of fact, the amounts are different, we contact Wilson’s Gourmet manager Ronson Tibbits to verify if they were experimenting any problems with the credit card machine, but he inform us that the equipment was working perfectly.
Under the circumstances we are very sorry to inform that we will not be able to approve a refund of $181. 47 to your checking account, because these charges were not a result of the bank or merchant error. We appreciate your business with Union Bank of California, our door are always open to help you, if you feel that this decision is being taken incorrectly, we will be more than happy to review your case if any additional information is provided. Sincerely Carlos Franco, Operation Officer Union Bank of California Ste 200, 400 California Street San Francisco, Ca 94104