1. Writing Routine Requests and Positive Messages Chapter 8

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

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

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

5. Company is at fault – do you use the word 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!!!

6. Customer is at fault 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.

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

8. Positive Messages Congratulatory Appreciation Goodwill