1. WRITTEN INTERACTION Prepare effective business letters and newsletters
Lesson 3.3
6/15/2018
LESSON 3.3
WRITTEN INTERACTION
Prepare effective business letters and newsletters
Explain how to communicate professionally using messages
CUSTOMER SERVICE

2. Write with a “You Attitude”
3.3
Write with a “You Attitude”
Use “you” more often than “I” or “we.”
Begin the first paragraph with words other than “I,” “we,” or “my.”
When responding to a specific customer, provide answers to his or her request, highlighting information and benefits the customer wants to know.
Avoid negative “you” phrases.

3. Purposes of Business Letters
3.3
Purposes of Business Letters
Inform
Persuade
Request information
Express goodwill

4. Sample Business Letter
3.3
Sample Business Letter

5. Sample Business Letter
3.3
Sample Business Letter

6. Business Letter Outline
3.3
Business Letter Outline
State the purpose of the letter
Provide specific information
Describe the action you want the customer to take
End on a positive note

7. Sales Letters Stress benefits Write an attention-getting headline
3.3
Sales Letters
Stress benefits
Write an attention-getting headline
Share a fact that readers may not know
Tell customers what you want them to do
End with a P.S. or postscript

8. Newsletters Published periodically
3.3
Newsletters
Published periodically
Keeps company’s name in the customer’s mind
Provides information about topic of interest to customers

9. Tips for Writing Newsletter Articles
3.3
Tips for Writing Newsletter Articles
Think about your readers
Write what readers want to know
Write to inform
Keep your writing objective
Use the third person
Use casual, nontechnical language
Write in a conversational tone

10. Uses of E-Mail Correspondence
3.3
Uses of Correspondence
Announce product and service updates
Provide documents via attachments
Stay in touch with customers
Communicate the same message to multiple recipients
Remind customers of warranty renewals, contract dates, and more

11. E-Mail Etiquette State purpose in the first line
3.3
Etiquette
State purpose in the first line
Break up paragraphs with bullets
Write concisely
Use boilerplate copy
Add a few sentences before and after boilerplate copy
Remember is not private

12. Manage the Flood of E-Mail
3.3
Manage the Flood of
Use autoresponders
Use separate addresses for different types of questions
Categorize and prioritize messages you receive

13. E-Mail Dos and Don’ts 3.3 E-Mail Do’s Use subject line
Include recipient’s name
Write concisely
Proofread
Use proper capitalization and punctuation
Include your full name, title, and phone number
Don’ts
Avoid sarcasm and humor
Do not use emoticons
Do not type in all capital letters