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04/20/23 Chapter 7 2
Routine Messages What are routine messages?
Requests Replies Thank you letters Claim letters Adjustment letters Letters that all business professionals must
write in the course of a business day or, Letters that an individual writes to a business
04/20/23 Chapter 7 3
Routine Messages Can be positive or negative message Positive
Includes letters of appreciation, thank you notes, claim and adjustment letters, requests
Negative includes claim and adjustment letters,
rejection letters (job applicants), denial of requests
04/20/23 Chapter 7 4
Routine Messages Requests
Individual requesting information or Company requesting information
04/20/23 Chapter 7 5
Routine Requests Present the major request in the
first sentence or two, preceded or followed by reasons for making the request
Provide any needed reasoning or details
04/20/23 Chapter 7 6
Phrase each question so that: clear easy to answer covers only one topic
Ask as few questions as possible; but if several questions are necessary, number them and arrange them in logical order
04/20/23 Chapter 7 7
Routine Requests Close on a friendly note by
expressing appreciation, justifying any necessary deadlines
Make your ending personal and original
04/20/23 Chapter 7 8
Requesting a Speaker Use the guidelines in the last few slides
with these exceptions: Write down what you are going to say Know how to pronounce the person’s name Call the prospective speaker Tell the person who you are, what you are
doing, then what you are requesting Time, place, what you want them to talk about,
etc.
04/20/23 Chapter 7 9
If they accept the offer to speak, thank them for doing so, then give specific information
If no or yes, close on a friendly note by expressing appreciation for the person’s time
04/20/23 Chapter 7 10
Routine Replies
In reply to a request Answer promptly and graciously Grant the request or begin giving
the requested information in the first sentence or two
04/20/23 Chapter 7 11
Routine Replies Address all questions asked or implied;
include additional information or suggestions if you think it will be helpful Include sales promotion if appropriate
Implied questions might be I heard it was going to snow on June 12.
Is the person afraid to drive in the snow? You can offer to pick them up
04/20/23 Chapter 7 12
Routine Replies Consider developing a form letter
for frequent requests Refer to any items you enclose
with the letter, and insert an enclosure notation at the bottom
Close on a positive and friendly note, and use original wording
04/20/23 Chapter 7 13
Routine Claim Letters What is a claim letter?
It is a letter written to address or correct a problem
It asks for an adjustment Adjustment can be as simple as an apology
or as complicated as a request for a new car If you are requesting something as costly as
a new car, it is a good idea to send the letter on letterhead, preferably an attorney’s
04/20/23 Chapter 7 14
Claim Letter Write your claim letter promptly—as
soon as you’ve identified the problem
Try to determine the name of the appropriate individual If a name is not possible, address your
letter to the customer relations department
It is always advisable to get a name
04/20/23 Chapter 7 15
Claim Letter If you address the letter to a
person you are more likely to get a positive response or a response
There are many ways to find a name Call the company Look for Company info on the Internet Ask for an annual or quarterly report Call the local Chamber of Commerce
04/20/23 Chapter 7 16
Routine Claim Letters Strive for an overall tone of
courtesy and confidence; avoid anger, sarcasm, threats, and exaggeration
If true and relevant, mention something positive about the company or its products somewhere in the letter
04/20/23 Chapter 7 17
Routine Claim Letters Begin the letter directly, identifying the
problem immediately Provide as much detail as necessary Using impersonal language, tell
specifically what went wrong and how you were inconvenienced
If appropriate, tell what type of adjustment you expect—replacement, repair, refund, or apology
End on a confident note
04/20/23 Chapter 7 18
Adjustment Letter If you are the one receiving the
claim letter: Respond promptly; your customer is
already upset Tell the reader immediately what
adjustment is being made
04/20/23 Chapter 7 19
Routine Adjustment Letters Adopt a courteous tone Use neutral or positive language
throughout If appropriate, somewhere in the letter
thank the reader for writing, and apologize if the customer has been severely inconvenienced or embarrassed because of your company’s actions
04/20/23 Chapter 7 20
Routine Adjustment Letters In a forthright manner, explain the reason
for the problem in sufficient detail to be believable, but don’t belabor the point
If appropriate, briefly tell what steps you’ve taken to prevent a recurrence of the problem
Provide information that reestablishes your customer’s confidence in the product or your company
Be specific enough to be believable
04/20/23 Chapter 7 21
Routine Adjustment Letters If the customer was at fault, explain in
impersonal and tactful language the facts surrounding the case (not the “you” mode)
Close on a positive note Include additional resale, subtle sales
promotion, appreciation for the reader’s interest in your products, or some other strategy that implies customer satisfaction and the expectation of a continuing relationship
04/20/23 Chapter 7 22
General Guidelines Be:
prompt direct sincere specific brief
State the major idea first Give details End with goodwill information