Writing Routine and Positive Messages - PowerPoint PPT Presentation

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Writing Routine and Positive Messages

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  1. Writing Routine and Positive Messages

  2. The Three-Step Process • Planning • Writing • Completing

  3. Pay Attention to Tone Important Questions Specific Request Assume Compliance Relevant Questions Contact Information Be Specific One-Topic Questions Appreciation/Goodwill Routine Request Strategy State the Request Clarify Request Close the Message

  4. Common Requests • Information and action • Recommendations • Claims and adjustments

  5. Information and Action • Straightforward style • State the request • Support the request • Offer reader benefits

  6. Recommendations • The direct approach • Make the request • Establish rapport • Express appreciation

  7. Claims and Adjustments • State the problem • Explain the problem • Provide verification • Propose a solution

  8. Routine Replies and Positive Messages • Overall goals • Communicate information • Answer all questions • Provide required details • Make a good impression

  9. Routine-Message Strategy • Main idea • Relevant details • Cordial close

  10. Common Routine Repliesand Positive Messages • Information and action • Claims and adjustments • Recommendations • Informative messages • Good-news announcements • Goodwill messages

  11. Action and Information • Promptness • Graciousness • Thoroughness

  12. Claims and Adjustments • Who is at fault? • The company • The customer • A third party

  13. Company Is at Fault • Acknowledge claim or complaint • Sympathize with the customer • Take responsibility for the outcome • Explain your plan of action • Work to repair the relationship • Follow up on your response

  14. Customer Is at Fault • Refuse the claim • Cost of adjustment • Cost of lost business • Grant the claim • Discourage mistakes • Maintain the customer

  15. Third-Party Is a Fault • Evaluate situation • Offer solutions • Avoid blame game

  16. Recommendations • Candidate’s full name • Position or objective • Nature of your relationship • What prompted you to write • Relevant facts and evidence • Overall evaluation

  17. Informative Messages • Reminder notices • Policy statements • State the purpose • Provide required details • Close courteously

  18. Goodwill Messages • Congratulations • Business and personal occasions • Appreciation • Good feelings and excellence • Condolences • Caring and sympathy