RE: Maintaining brief style for internal communication
This is to bring to your kind notice that while communicating with clients certain employees are so terse that the impolite style offends our valuable customers. While it is all the more important to be as brief as possible while writing to clients, we should maintain a specific structure that reflects our values and concern for them.
I strongly advise that an in-house communication style comprising the following be adopted while writing to clients: salutation, acknowledging situation with empathy, action taken and formal signing off. More importantly, make your letter brief, to the point and reflect your genuine interest in the client.
Thank you for your cooperation
Dear (survivor’s name),
On behalf of Life Force, kindly accept our deepest sympathies on the untimely demise of your beloved husband, Mr. XYZ. We genuinely share your pain and do our best to ensure your experience with us at such a difficult time is caring and timely. I know the timely death claim settlement from our part is far from consoling you and your family members bereaving Mr. XYZ.
Please accept my sincere apology for the curt impersonal written message of one of my employees that accompanied the claim check. I realize that kind words are more powerful in consoling human minds and money cannot ever compensate a loved one. In fact, this incident has opened our eyes and I have strictly instructed our employees to be more personal and compassionate in writing letters to clients.
I also dedicate our resolve to avoid such flaws and passionately serve our customers in future to the memory of dear Mr. XYZ.
Sincerely,
President
Life Force
