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Goodnews Routine Messages

Chapter 7 Goodnews

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Goodnews Routine Messages

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    1. Chapter 7 Goodnews & Routine Messages

    2. Chapter 7 Goodnews & Routine Messages Routine requests Routine replies Routine claim letters Routine adjustment letter Goodwill messages

    3. Format for Routine Requests Major Idea in first sentence Explanation and Details Phrase questions clearly Avoid asking questions that you could easily locate answers yourself Number questions

    4. Format for Routine Requests continued Friendly Closing Respond promptly Express appreciation Justify deadlines Make ending personal and original

    5. Format for Routine Replies Answer promptly and graciously Grant request or give requested information in first sentence or two Address all questions Include subtle sales promotion where appropriate

    6. Format for Routine Replies continued Consider developing form letter for frequent requests Refer to any items enclosed with the letter with notation Close on positive and friendly note Use original wording

    7. Dissatisfied/Satisfied Customers A dissatisfied customer typically tells 9-13 people who in turn each tell 4-5 more people. A satisfied customer typically tells four to five individuals.

    8. Routine Claim Letters Written by the buyer to the seller, seeking some type of action to correct a problem with the seller’s product or service. Remember that the person to whom you are writing the letter is generally not personally responsible for the problem.

    9. Routine Claim letters continued Write claim letter promptly. Strive for overall tone of courtesy and confidence. Begin letter directly, identifying the problem immediately. Provide as much background information as necessary--dates, model numbers, amounts, etc. If appropriate, tell what type of adjustment you expect. End on a confident note.

    10. Routine Adjustment Letter Action taken in response to the customer’s claim letter. Show positive tone, show confidence in customer’s honesty and maintaining customer. Respond promptly, the customer is already upset Begin letter directly with what adjustment is being made (good news)

    11. Routine Adjustment Letter continued Explain reason for problem and what you have done to prevent it from recurring again Provide information to reestablish customer’s confidence If customer is at fault, use impersonal and tactful language to discuss facts surrounding the case. Close on a positive note, implying customer satisfaction and expectation of a continuing relationship.

    12. Goodwill Messages Strictly out of a sense of kindness and friendliness congratulations thank you sympathy No true business objective--they are simply goodwill.

    13. Goodwill messages continued Be prompt Be direct Be sincere Be specific Be brief

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