Chapter 8: Writing Routine and Positive Messages

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Routine requests
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Asking for information or action
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Variety of routine positive messages
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Grants of claim and adjustments Recommendation Routine information Good news announcements Goodwill
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Structure for routine requests ( Direct approach) Open
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State the request Main idea
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Structure for routine requests ( Direct approach (Body)
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Support the request Details
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Structure for routine requests ( Direct approach) Close
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Close the message Request action
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Strategy of routine and positive requests (Opening)
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Clear and concise State your request Use the right tone: soft and polite Assume compliance: be direct Be specific
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Structure of routine and positive requests (Body)
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Explain and justify your request Propose benefit Ask questions
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Strategy of routine and positive requests (Close)
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Request specific action and specific time to respond by information about how you can be reached Expression of appreciation or goodwill Include contact details
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Strategy of routine and positive replies (Opening)
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Main idea or good news Be direct, clear, and concise Most important message I have for the audience
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Strategy of routine and positive replies (Body)
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Complete information and details in a supportive tone Present the negative into a positive tone or with solutions Soften the blow indirectly Use resale specific, short to build customer relationship
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Strategy of routine and positive replies (Close)
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Courteously highlighting readers benefit express appreciation or goodwill Indicate action if needed
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Make a claim
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A formal complaint When you decide to make a legal action Maintain a professional tone and positive attitude Use a direct request
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Request on adjustments
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A claim settlement Assume a fair adjustment 1’st letter Document correspondence
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Making claim and requesting adjustments (Open)
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A straightforward statement of the problem
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Making claim and requesting adjustments (Body)
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Provide complete, specific explanation of the details Provide verification to support your complaint (sale receipts, cancelled checks)
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Making claim and requesting adjustments (Close)
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Politely summarize desired specific action or a sincere to find solution Suggest on going relationship
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Whose fault is it? Company
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Know company policies Acknowledge receipt of claim or complaint Take,assign personal responsibility to resolve Sympathize Explain steps to resolve Repair customer relationship Follow up, verify and communicate
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Making claim and requesting adjustments The customer
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Weight the cost of complying or refusing If complying open a good news in the body, respectfully discourage such future mistake Close courteously with appreciation
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Making claim and requesting adjustments A third party
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Evaluate the solution Know the company policy Focus on the solution, not blaming Always respond with solutions
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Credibility
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People who believe you Come from experience, professional qualification Reasons why people should believe you Come from objection
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Establishing your credibility
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Honesty Objectivity Awareness Credentials Endorsements Performance Confidence Communication Sincerity

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