MATERI PRESENTASI YOAN OLIVIA MAKUL BUSINESS CORRESPONDENCE

Materi tentang: Unit 14 Writing Customer Relations letters (p.109)

English Version:
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Slide 2 : Introduction
Writing Customer Relations Letters is a key component in an effective customer service strategy.
In modern customer experience-oriented businesses, the ability to convey messages clearly,
politely, and professionally through letters is essential.
Customer relations letters can announce many things from different topics, such as a new
address, product promotion, or product recall.
Penjelasan tambahan: The right approach in writing customer relationship letters can strengthen
bonds with customers, increase loyalty, and help companies maintain a competitive advantage.

Slide 3-5: Functions of Customer Relations Letters

The functions of customer relations letters are as follows:
1. Maintaining and Improving Customer Relations: Customer relations letters are used to
maintain and enhance a positive relationship between the company and the customer. This is
done by responding to customer queries, complaints or requests in an effective and friendly
manner.
2. Communicating Important Information: Customer relationship letters are used to convey
important information to customers, such as new product or service information, changes in
company policies, or special promotions that may interest them.
3. Appreciating Customers: Customer relationship letters can also be used to express
appreciation for a customer's support or purchase. This can increase customer loyalty and
strengthen long-term business relationships.
4. Resolving Problems and Complaints: Another function of a customer relationship letter is to
resolve customer issues or complaints. By responding quickly and providing satisfactory
solutions, companies can increase customer satisfaction and retain them as loyal customers.
5. Luring New Customers: Customer relationship letters can also be used to engage new or
potential customers. By providing relevant and interesting information, companies can build the
interest and trust of new customers.
Slide 6:

Explanation: Take a look at these two picts! They explain how customer relationship letters can
be used to engage new or potential customers by providing relevant and interesting information.
This aims to build the interest and trust of new customers, thereby increasing the likelihood of
them becoming loyal customers.

Slide 7: Example Model E-Mail: Change in Company

Explanation: In the example, the letter aims to build the interest and trust of new customers,
thus increasing the likelihood of them becoming loyal customers.
Writing style examples of company change announcements can include the use of clear, polite
and professional language. Change announcements should be delivered clearly so that customers
can understand the information being conveyed.

Slide 8: Model E-Mail: Product Promotion.

Explanation: See this picture! This e-mail promoting products is one of the digital marketing
strategies used by companies to promote products or services to potential customers through
electronic mail.
In this e-mail, companies usually send information about product features, advantages offered,
special offers, discounts, or other promos that can attract customers to buy the product. By
delivering interesting, relevant, and clear messages, product promotion e-mails can be an
effective tool in increasing sales and expanding the company's market share.

Slide 9:
Explanation: okay everyone, here I want you to do exercise 5 by choosing sentences that are
more personalized and specific.
Correct Answer:
Practice 5, page 114
1. b 2. a 3. a 4. a 5. b

Slide 10: Model Letter: Product Recall.

Penjelasan: If you look at the concept of this letter, it describes a product recall. A product
recall letter is a formal notice sent by a company to its customers informing them that a product
is being recalled due to a safety hazard or other defect. The letter usually contains information
about the product, the reason for the recall, and what the customer should do to return the
product.
The letter is an important part of product safety. They help ensure that dangerous products are
withdrawn from the market and that customers are aware of the risks associated with using
recalled products.

Slide 11: Conclusion: Writing Customer Relations Letters is an important part of effective
written communication in building good relationships between companies and customers.
Customer relations letters are not only a communication tool, but also a means to strengthen
trust, increase loyalty, and build a company's reputation. By using polite, clear and friendly
language, and responding quickly to customer needs, customer relations letters can help
companies retain and attract customers, and achieve success in a competitive business.

7 Example questions and their correct answers for Writing Customer Relations
Letters:

1. How can companies utilize customer relations letters to build customer loyalty?
A: Companies can utilize customer relations letters to build customer loyalty by
responding to customer inquiries, complaints, or requests in an effective and friendly
manner. Also, by providing relevant and interesting information, companies can
strengthen the bond with customers and help them become loyal customers.

2. Why is it important for companies to use a clear, polite and professional writing style in
customer relations letters?
A: It is important for companies to use a clear, polite, and professional writing style in
customer relations letters as this can create a positive impression, increase customer trust,
and demonstrate the company's commitment to good customer service. The right writing
style can also strengthen bonds with customers and increase loyalty.

3. How can customer relationship letters be used to engage new or potential customers?
A: Customer relationship letters can be used to engage new or potential customers by
providing relevant and interesting information. By providing interesting information,
companies can build the interest and trust of new customers, thus increasing the
likelihood of them becoming loyal customers.

4. Why is it important for companies to respond effectively and kindly to customer

enquiries, complaints or requests?
A: Responding effectively and kindly to customer queries, complaints or requests is
important because this can maintain a positive relationship between the company and the
customer, and increase customer satisfaction. By responding well, companies can also
strengthen bonds with customers and build loyalty.

5. How can the use of customer relationship letters help companies maintain a competitive
advantage?
A: The use of customer relationship letters can help companies maintain a competitive
advantage by strengthening bonds with customers, increasing loyalty, and helping
companies retain customers as loyal customers. By providing satisfactory service,
companies can increase customer satisfaction and retain them as loyal customers.
6. What can a company achieve through the use of product promotion e-mails in customer
relations?
A: Through product promotion e-mails, companies can promote products or services to
potential customers by conveying information about product features, advantages offered,
special offers, discounts, or other attractive promos. This can be an effective tool in
increasing sales and expanding the company's market share.

7. How can a customer relationship letter help a company to attract new customers and
retain loyal customers?
A: Customer relationship letters can help companies engage new or potential customers
by providing relevant and interesting information. By providing satisfactory service,
companies can build the interest and trust of new customers, thereby increasing the
likelihood of them becoming loyal customers. In addition, by responding effectively and
kindly to customer inquiries, complaints, or requests, companies can maintain a positive
relationship with customers and build long-term loyalty.