I wrote the following email and carbon-copied every relevant person up the chain, including the Executive Director. But that quiet little voice, the one that whispers, “Don’t send that….” got the better of me. So instead, I am publishing it here for the world to see so that people don’t get defensive and angry or lose their jobs. Still, it was too good not to share with you, my devoted fans.

Dear [Rude Customer Service Person],

Thank you for your timely response. I have asked my child’s provider to give the chart note/medical record and will submit it as soon as I receive it.

Since [Anonymous] is a Christian-based organization, I expect the customer service to be greater than the average company. I have always said, if customer service representatives only used the Golden Rule of Jesus to guide their transactions, the world would be a much happier and healthier place.

For instance, I expressed frustration over thinking I had provided what was asked for and necessary. The proper (and Christian) response would be to acknowledge that and to apologize that the process had created that response. Just a little compassion and acknowledgement goes a long way to build customer satisfaction. Wouldn’t you want to be treated that way?

Finally, all professional and courteous correspondence should always have what is called a Complimentary Close. You certainly started off friendly (“Good morning, Amy”) but it did not continue nor end that way. If you look back at my original email to you, even I, the customer, included one to show courtesy and respect. Here is a definition:

The Complimentary Close

The complimentary close is a short and polite remark that ends your letter. The close begins at the same justification as your date and one line after the last body paragraph. Capitalize the first word of your closing (Thank you) and leave four lines for a signature between the close and the sender’s name. A comma should follow the closing.

You could also consider this advice that I found on an elementary school website:

HEADING: Includes the address and the date. In some cases, it is OK to just write the date.

GREETING: The greeting usually starts with ‘Dear’ and is followed the person’s name and then a comma.

BODY: After skipping a line, you begin the body of your letter which is the main text of your letter. Indent for each new paragraph.

CLOSING: The closing includes a short capitalized expression such as ‘Sincerely’ or ‘Love’ and is followed by a comma. Skip a line after the body before writing your closing.

SIGNATURE: You sign your name beginning directly below the closing.

Sometimes you may add a POSTSCRIPT at the end of your letter. You write P.S., add a note and then end it with your initials.

Some say the devil is in the details; others say that God is in the details. I guess it depends on how the details are played out.

Sincerely,

Amy Allen

P.S. I just realized that you may not know what the Golden Rule is! It is: “Do unto others as you would have them do unto you.” (Matt. 7:12)