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Writing Routine Requests and Positive Messages

Writing Routine Requests and Positive Messages. Chapter 8. Requesting information Asking for a recommendation Making claims Adjustments. Routine Requests. Start with the main idea Provide necessary details End with a courteous close.

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Writing Routine Requests and Positive Messages

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  1. Writing Routine Requests and Positive Messages Chapter 8

  2. Requesting information • Asking for a recommendation • Making claims • Adjustments Routine Requests

  3. Start with the main idea Provide necessary details End with a courteous close Responding to Routine Requests

  4. Company’s fault • Customer’s fault • Third Party’s fault Granting claims and adjustments

  5. Acknowledge receipt of the claim or complaint • Take ownership • Sympathize with the customer • Explain how the complaint will be handled • Explain how the complaint will not be recurring • Take steps to repair the relationship • Follow up!!! Company is at fault – do you use the word

  6. In this case, you can refuse the claim or do as the customer requests • If you decide to refuse the claim, be delicate when delivering the news • If you decide to grant the customer’s request, make sure you inform the customer of how the product was not a fault of the company’s. Customer is at fault

  7. How would you handle it? Third Party at Fault

  8. Congratulatory Appreciation Goodwill Positive Messages

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