10/24/2015Chapter 71 Chapter 7 Routine Messages

10/24/2015Chapter 72 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

10/24/2015Chapter 73 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

10/24/2015Chapter 74 Routine Messages Requests Individual requesting information or Company requesting information

10/24/2015Chapter 75 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

10/24/2015Chapter 76 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

10/24/2015Chapter 77 Routine Requests Close on a friendly note by expressing appreciation, justifying any necessary deadlines Make your ending personal and original

10/24/2015Chapter 78 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.

10/24/2015Chapter 79 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

10/24/2015Chapter 710 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

10/24/2015Chapter 711 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

10/24/2015Chapter 712 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

10/24/2015Chapter 713 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

10/24/2015Chapter 714 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

10/24/2015Chapter 715 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

10/24/2015Chapter 716 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

10/24/2015Chapter 717 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

10/24/2015Chapter 718 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

10/24/2015Chapter 719 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

10/24/2015Chapter 720 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

10/24/2015Chapter 721 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

10/24/2015Chapter 722 General Guidelines Be: prompt direct sincere specific brief State the major idea first Give details End with goodwill information

10/24/2015Chapter 723 Homework Claim letter Exercise No 2 on page 246 Start in class Individually... not as a group Keyboard and hand in today