Exam 8: Writing Routine and Positive Messages

Be prepared to document your claim.Send copies and keep the originals.

Whenever you can assume that your audience will be interested in what you have to say or be willing to cooperate with you,use the direct approach.

Goodwill messages are friendly,unexpected notes with no direct business purpose.

A message of appreciation can become an important part of someone's personnel file.

When making a routine request,you begin with _____________

A claim letter or request for adjustment follows the indirect plan.

The __________ of a routine request provides justification,explanation,and details.

Past customers are usually irritated if a company sends a letter of inquiry trying to re-establish the relationship.

Why might a company send a routine reply or a positive message? Give four specific examples.

When responding to a request for adjustment when a third party is at fault,the best approach is to _____________

If a customer requesting an adjustment is at fault for the problem,the best response is to _____________

A routine positive message should never include negative information.

You don't send notes of congratulation that deal with personal events unless you know the recipient well.

Messages of __________ express sympathy.

The purpose of goodwill messages is to _____________

Dissatisfied customers rarely tell others about their complaints.

When writing a claim letter,assume that a fair adjustment will be made.

When you are responding favourably to someone's request,you can be curt and "me-oriented," since you are doing the person a favour.

When replying to a customer's complaint when your company is at fault,be sure to promise that the mistake will never happen again.

If you request a recommendation from a person you haven't had contact with recently,you should _____________