6.11. Document for Analysis: Ineffective E-Mail Suggestion to Boss
To: Roger M. Karjala <r.m.karjala@firstbank.com>
From: Keiko Kurtz <k.kurtz@firstbank.com>
Subject: Suggestion for Improving Customer Relations
Cc:
Bcc:
Roger,
Because you asked for suggestions on how to improve customer relations, I am submitting my
idea. I think we can improve customer satisfaction easily by changing our counters.
Last December glass barriers were installed at our branch. Tellers are on one side and customers
on the other. The barriers have air vents to allow us tellers to talk with our customers.
Management thought that these bullet-proof barriers would prevent thieves from jumping over
the counter.