Chapter 8 positive/routine messages

In Phase 1, prewriting***

Analysis, anticipation and adatpion

Adjustment messages

Body -explain how you are complying with the claim *** Closing - consider expressing confidence that the problem has been resolved***. Example - we hope this refund check proves our commitment to providing excellent customer service **

Is email appropriate for good will messages?***

Depending on your relationship with he receiver, sending a goodwill message by e-mail is acceptable

Claims are written by customers to identify or to correct a problem with products or services they have punched (BONUS WORD)

Examples of straightforward claims -the transmission in your car gave out within the warranty period. -a shipment arrived 2 weeks after it was promised - your credit card was billed twice for a purchase you made. Act promptly when making a claim. Delay makes the claim seem less important.

Most businesses make adjustments promptly ***

Have 3 goals -rectify a wrong, if one exists. -regain the confidence of the customer -promote future business

Direct claims and complaints

Opening -open with a clear statement of the problem or action you want the receiver to take*** body -avoid becoming angry or trying to fix blame *** -explain the problem and justify your request -provide details objectively and concisely -be organizing

Creating request messages

Opening -main idea first *** Body-provide death also and explain your purpose *** Closing - end with appreciation and a call for action *** Set an end date, if necessary . Provide a logical reason for the end date. *** Most emphatic positions in a message are the opening and closing **

Business letters***

Provide permanent letter Are confidential and formal Deliver persuasive, well considered messages

Phase 2; drafting - last part of phase 2

Research, organization, and drafting

Phase 3:

Revision, proofreading and evaluation

Responding to a request

Subject line -identify the topic and any previous correspondence Opening - deliver the information the reader wants*** Body - explain subject logically -use lists, headings

Saying thank you**

Written notes showing appreciation and expressing thanks are significant to their receivers; more so than oral messages