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Chapter 7Routine Messages

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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

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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

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Routine Messages Requests

Individual requesting information or Company requesting information

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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

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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

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Routine Requests Close on a friendly note by

expressing appreciation, justifying any necessary deadlines

Make your ending personal and original

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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.

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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General Guidelines Be:

prompt direct sincere specific brief

State the major idea first Give details End with goodwill information

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Homework

Claim letter Exercise No 2 on page 246 Start in class Individually . . . not as a group Keyboard and hand in today