Chat with AIExam 7: Writing Routine and Positive Messages
You have not received a shipment of books that you had ordered from Serengeti, an online bookstore. The shipment tracker on the website shows that the books have been returned to the company as the address provided was not found. However, the address you provided was correct and you have in the past received several shipments from Serengeti at the same address. Your account has already been debited for the value of the shipment. Draft a message to Serengeti, making a claim and requesting an adjustment.
(27) 
VerifiedAnswers should reflect the following guidelines for drafting a message making a claim and requesting adjustments:
If you're dissatisfied with a company's product or service, you can opt to make a claim or request an adjustment. In either case, it's important to maintain a professional tone in all your communication, no matter how angry or frustrated you are. Keeping your cool will help you get the situation resolved sooner.
In most cases, and especially in your first message, assume that a fair adjustment will be made and use a direct request. Open with a straightforward statement of the problem. In the body, give a complete, specific explanation of the details; provide any information an adjuster would need to verify your complaint. In your close, politely request specific action or convey a sincere desire to find a solution. And, if appropriate, suggest that the business relationship will continue if the problem is solved satisfactorily. Be prepared to back up your claim with invoices, sales receipts, cancelled checks, dated correspondence, and any other relevant documents. Send copies and keep the originals for your files. If the remedy is obvious, tell your reader exactly what you expect from the company, such as exchanging incorrectly shipped merchandise for the right item or issuing a refund if the item is out of stock. In some cases, you might ask the recipient to resolve a problem. However, if you're uncertain about the precise nature of the trouble, you could ask the company to make an assessment and then advise you on how the situation could be fixed. Supply your contact information so that the company can discuss the situation with you, if necessary.
When responding to a claim when your company is at fault, you should not take or assign personal responsibility for setting matters straight.
(30) VerifiedFalse
You may send congratulations for personal events, even if you don't know the reader well.
(27) VerifiedTrue
Which of the following is a strategy for routine replies and positive messages?
(30) When making claims or requesting adjustments, you should ________.
(37) Requests for recommendations and references are routine, so you can organize your inquiry using the direct approach.
(36) When making a routine request, the body of your message should ________.
(35) In the close of your routine message making claims or requesting actions, you should ________.
(35) When stating your routine request upfront, you should ________.
(41) In most messages making a claim or requesting adjustments, assume that a fair adjustment will be made and open with a straightforward statement of the problem.
(32) The above message is likely to be ineffective because it fails to ________.
(36) Routine replies and positive messages should close with ________.
(36) If you have mildly negative information to deliver as part of a positive message you should ________.
(39) Which of the following is a pointer for writing positive messages?
(30) When writing routine requests, your message should be forceful with a demand that your audience comply with your request.
(29) Unsolicited informative messages are common and should tell the reader upfront what the message is about.
(32) As HR manager at Greenview Insurance, you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst. Which of the following sentences is the best opening line to use when using the direct approach for positive messages?
(35) 
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