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Managing Written Correspondence

Managing Written Correspondence

We currently receive written letters (non-email) in various forms

1. Customer Return Letters:
2. Customer Correspondence to Sarita:
3. Kid’s Letters
4. Kid’s Reports
5. IG Evaluations

There are two inboxes in the mailroom labeled...

Product Development Letters: This would contain kid’s letters, kid’s reports and letters from returns.

IG Evaluations

Product Development will ensure these inboxes are attended to.

Customer Return Letters: Many times these letters not only contain return instructions or requests, but also product feedback and personal information. a.There are many reasons customers return products. However, we have created a special card for the following scenarios.

• 18 Week Love to Learn Guarantee
• Too Many Items on an order
• No longer homeschooling do to a personal hardship

If a return falls in the above categories, the Returns Specialist will mail a card specifically designed for these cases. If there is additional product/service feedback the Returns Specialist will forward a the letter to the Product Development Letters inbox for review. Anything that needs to go to a different department can be sent on a case by case basis.

If a letter contains special return requests, the Returns Specialist will place these letters in a folder in Customer Relations for review.

Customer Correspondence to Sarita: Generally these letters go to the General Manager’s inbox (Wayne). Occasionally Sarita will receive some in her inbox, but she usually forwards to the General Manager. The General Manager will ensure that the customer is followed up with usually by sending an email on behalf of Sarita. On occasion, the letter will contain a prayer request. In that case, when appropriate, the General Manager will forward to Customer Relations to send out a greeting/sympathy card via www.sendoutcards.com.

Kid’s Letters: These letters will be placed in the Product Development Letters inbox. The Mail Administrator will send out a “Thank you” post card or letter and will forward the kid’s letter to the Sonlight web team to post on our website. Luke, we will need to ensure that the letters we post do not contain too much personal information and develop a process for obtaining parental consent.

Kid’s Reports/Poems/Assignments: These reports will be placed in the Product Development Letters inbox. Product Development will review and send a post card or letter and will forward the kid’s letter to the Sonlight web team to post on our website. Luke, we will need to ensure that the letters we post do not contain too much personal information and develop a process for obtaining parental consent.

IG Evaluations: These will be placed in the IG Evaluations inbox for review by Product Development. If there are any issues mentioned relevant to other departments, Product Development will forward to the respective department.

Note: On occasions where a letter/evaluation/input needs to be worked by multiple people in various departments, We should ensure that we annotate who has done what as the paper floats around. I would recommend a simple note on the document that says Returns has completed X, CR has completed Y, etc.