In this problem the credit union is at fault, even though the member also bears some responsibility for not monitoring the checking account.

In this problem the credit union is at fault, even though the member also bears some responsibility for not monitoring the checking account. Although resolution has already been discussed on the phone, a clearly written letter, aligned with company policy, can achieve two goals—assuring the customer and the company that the issue is resolved and offering the customer options for preventing any future problems.

Though Ms. Wong was initially upset, this letter should focus on the positive information the writer has to offer—the funds transfer resolved and the reversal of the service charges on Ms. Wong's account. The writer should refer to the phone conversation but avoid any negative wording. A brief explanation of the cause of the automatic transfer failure could restore the member's confidence in the credit union. In addition, the writer can offer Ms. Wong incentives to enroll in services that would be valuable to her and advantageous for the credit union, and then close with an appropriate goodwill comment.