chapter 7 copyright © 2012 pearson education, inc. publishing as prentice hallchapter 7 - 1 writing...
TRANSCRIPT
Chapter 7
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 1
Writing Routine and Positive Messages
© Prentice Hall, 2007 Chapter 7 - 2
Key Writing Concepts
• Organization• Active/passive language• “You” orientation • Reader benefit, alternative• Respectful tone• Formatting• Spelling, grammar, punctuation, content• Design & readability• Closing with goodwill
Strategy for Routine Requests
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State the Request
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•Tone
•Audience
•Specifics
Supporting Questions
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•Important
•Relevant
•One-Topic
Close the Request
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•Action
•Contact
•Appreciation
Strategy for Routine Replies and Positive
Messages
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Message Goals
Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
Message Strategy
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Main Idea Support Close
Clear Details Benefits
Concise Tone Goodwill
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Action or Information
•Prompt
•Gracious
•Thorough
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Claims or Adjustments
Company Policy
Assessment of Fault
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Company at Fault• Acknowledge claim or complaint
• Sympathize with the customer
• Take responsibility for the outcome
• Explain your plan of action
• Work to repair the relationship
• Follow up on your response
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Customer at Fault
Refuse Claim
Adjustment Cost
Business Cost
Grant Claim
Deter Mistakes
Keep Customers
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Third-Party at Fault•Assess Situation
•Offer Solutions
•No Blame Game
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Fostering Goodwill
►Offering Congratulations
►Showing Appreciation
►Condolences and Sympathy
Writing Routine and Positive Messages
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