Exam 7: Writing Routine and Positive Messages

When responding to a claim where a third party is at fault, you should clearly assign the blame to the third party and ask the customer to follow up the claim with the third party.

Which of the following is a guideline for making effective claims or requesting adjustments?

In order to write a successful news release, you should ________.

When granting claims and requests for adjustment when your company is at fault, you should ________.

When listing a series of questions, you should save the most important ones for last.

What are the steps involved in writing a set of instructions for a simple procedure?

When making a routine request, the body of your message should ________ and ________ your request.

When requesting a recommendation, you should not ________ that the person will agree to do so.

When granting claims and requests for adjustment when your company is at fault, you should NOT ________.

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

When granting claims and requests for adjustment when your company is at fault, you should ________.

Briefly explain why appreciation messages are important and what they should include.

When using the body of your message to explain multiple requests, start with the most important request.

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________.

For more complex requests you may have to include ________.

To grant a claim when the customer is at fault, try to discourage future mistakes without insulting the customer.

If you make it easier to respond to the request, you will likely get a better and faster response.

Good-news announcements are often communicated in a ________, a specialized document used to share relevant information with the news media.

Goodwill messages should not be ________.

What are the goals when delivering routine and positive messages? What approach should you use and why? If the information is negative, what approach should you use and why?