Embed Size (px)
Citation preview
© 2011 South-Western | Cengage Learning
GOALS
LESSON 3.3
WRITTEN INTERACTION
Prepare effective business letters and newsletters
Explain how to communicate professionally using e-mail messages
SLIDE 2© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Write with a “You Attitude”
Use “you” more often than “I” or “we.”Begin the first paragraph with words other
than “I,” “we,” or “my.”When responding to a specific customer,
provide answers to his or her request, highlighting information and benefits the customer wants to know.
Avoid negative “you” phrases.
SLIDE 3© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Purposes of Business Letters
InformPersuadeRequest informationExpress goodwill
SLIDE 4© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Sample Business Letter
SLIDE 5© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Sample Business Letter
SLIDE 6© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Business Letter Outline
State the purpose of the letterProvide specific informationDescribe the action you want the
customer to takeEnd on a positive note
SLIDE 7© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Sales Letters
Stress benefitsWrite an attention-getting headlineShare a fact that readers may not knowTell customers what you want them to doEnd with a P.S. or postscript
SLIDE 8© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Newsletters
Published periodicallyKeeps company’s name in the customer’s
mindProvides information about topic of
interest to customers
SLIDE 9© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Tips for Writing Newsletter Articles
Think about your readersWrite what readers want to knowWrite to inform Keep your writing objectiveUse the third personUse casual, nontechnical languageWrite in a conversational tone
SLIDE 10© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Uses of E-Mail Correspondence
Announce product and service updatesProvide documents via attachmentsStay in touch with customersCommunicate the same message to
multiple recipientsRemind customers of warranty renewals,
contract dates, and more
SLIDE 11© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
E-Mail Etiquette
State purpose in the first lineBreak up paragraphs with bulletsWrite conciselyUse boilerplate copyAdd a few sentences before and after
boilerplate copyRemember e-mail is not private
SLIDE 12© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
Manage the Flood of E-Mail
Use autorespondersUse separate e-mail addresses for
different types of questionsCategorize and prioritize e-mail
messages you receive
SLIDE 13© 2011 South-Western | Cengage Learning
CUSTOMER SERVICE, 2e LESSON
3.3
E-Mail Dos and Don’ts
E-Mail Do’s Use subject line Include recipient’s name Write concisely Proofread Use proper capitalization
and punctuation Include your full name,
title, and phone number
E-Mail Don’ts Avoid sarcasm and
humor Do not use emoticons Do not type in all capital
letters
