chapter 7 copyright © 2012 pearson education, inc. publishing as prentice hallchapter 7 - 1 writing...

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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