NBL FORMAT The Heading. This contains the return address (usually two or

The Heading. This contains the return address (usually two or three lines) with the date
The Inside Address. This is the address you are sending your letter to. …
The Greeting. Also called the salutation. …
The Body. …
The Complimentary Close. …
The Signature Line.
The first paragraph is the purpose of your letter to be written using the indirect approach since you will provide unwanted news to the client. Do not let the client know the decision you will make since you will be using the indirect approach. Provide a buffer in this paragraph.
The second paragraph is where you will write the client’s claim (concisely) and without any discussion about the claim. What did the client say happened and what does the client want? When you write the scenario as provided, the client knows that you understand the claim. Repeating it in this paragraph assures the client that you know the exact claim. Do not refer to any part of the investigation in this paragraph or your decision regarding the claim.
The third paragraph is what you did as the bank’s representative. Write concisely letting the client know how you investigated the claim leading to your final decision using positive language. (See the text page 550). Do not skip any steps when detailing everything done to investigate the claim.
The fourth paragraph is your closing paragraph where you want to maintain the client’s relationship with the bank (good will) and offer a banking product as an opportunity for the client. You may not offer gift cards, or unethical offers of any kind. Let the client know about an upcoming certificate of deposit (CD) or a financial product that meets the client’s needs and benefits the bank. However, the scenario does not provide for gift cards, bonuses or other specific number such as 3% or $500 bonus. Just mention the product such as mortgage, auto loan, credit card or other banking product.
Do not offer the client the opportunity to keep calling you since the decision was provided. Do not say, “If you have any further questions or want to talk with me, please call 800.555.1212). It gives the client falls hope that you may change your decision. Close the letter in a professional manner. The complimentary close should be “Sincerely,” four spaces and your printed name and your title with the bank and the department.
Chapter 17.1 in your textbook reads as follows:
Be clear and concise in order not to require additional clarification.
Help the receiver understand and accept the news.
Maintain trust and respect for the business or organization and for the receiver.
Avoid legal liability or erroneous admission of guilt or culpability.
Maintain the relationship, even if a formal association is being terminated.
Reduce the anxiety associated with the negative news to increase comprehension.
Achieve the designated business outcome.