ROUTINE LETTERS

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					CHAPTER 7: ROUTINE LETTERS:                        guide for writing letter assignments

       ROUTINE REPLY                      ROUTINE CLAIM                     ROUTINE ADJUSTMENT                             GOODWILL

                                                                              Re: possible loss of goodwill.         No true business objective
                                                                                     Tone is crucial               Written out of sense of kindness
1. Put good new first              1. Write as soon as problem is         1. Be gracious & Answer promptly      1. Be prompt, sincere, specific, brief
-you are responding favorably      identified                             Show confidence in readers’           & direct
-first is where it receives most                                          honesty.
attention
2. Prompt & Courteous answer       2. Appropriate address                 2. Show worth of company &            2. Congratulatory:
negative tone loses goodwill       to Customer Service or other           products                              for major business & personal
                                                                                                                achievement
3. Answer all questions            3. Use Courteous &                     3. Use neutral or positive language   3. Thanks:
state or implied                   non-emotional language                                                       valuable to employee
add more info. to help reader                                                                                   formal: typed
                                                                                                                informal: handwritten & personal
4. Use of FORM letters             4. Identify problem & explain it       4. Good news first: - if granting     4. Sympathy:
when answering same info           Provide as much background             claim                                 appreciated
                                   information as necessary               Do not apologize                      need to be handwritten
                                   (dates, model numbers, check copies,
                                   other letters)
5. Optional                        5. Describe action you expect reader   5. Explain why problem happened
Promotion sales                    to take.                               & the steps that are being taken to
Build goodwill                     Make sure action is fair &             ensure it won’t happen again
                                   reasonable
6. END                             6. End                                 6. Resale: re-establish customer’s
positive & friendly                Be confident                           confidence in company. Don’t make
                                                                          promises can’t keep
                                                                          7. Customer’s fault:
                                                                          explain /be tactful /impersonal
                                                                          8. END: friendly & positive
                                                                          imply continuing relationship with
                                                                          customer
CHAPTER 7: ROUTINE LETTERS:                    guide for writing letter assignments

       ROUTINE REPLY                  ROUTINE CLAIM                     ROUTINE ADJUSTMENT                               GOODWILL

                                                                           Re: possible loss of goodwill.        No true business objective
                                                                                  Tone is crucial              Written out of sense of kindness
1. Put good new first          1. Write as soon as _____________      1. Be __________ & Answer             1. How to write?
-                              is identified                          _____________Show ___________
                                                                      in readers’ honesty.
2. Prompt & Courteous answer   2. Appropriate address                 2. Show ________________ of           2. Congratulatory:
                               to Customer Service or other           company & products

3. Answer all questions        3. Use ____________________ &          3. Use ________________ or            3. Thanks:
                               _________________________              _____________________ language
                               language

4. Use of FORM letters         4. Identify __________________ &       4. _____________ news first: - if     4. Sympathy:
                               explain it                             granting claim
                               Provide as much _______________        Do not ____________________
                               information as necessary
                               (dates, model numbers, check copies,
                               other letters)
5. Optional                    5. Describe _________________          5. Explain ____________ problem
                               you expect reader to take.             happened & the __________ that are
                               Make sure action is fair &             being taken to ensure it won’t
                               reasonable                             happen again
6. END                         6. End                                 6. Resale: ___________________
                                                                      customer’s confidence in company.
                                                                      Don’t make _________________
                                                                      can’t keep
                                                                      7. Customer’s fault:
                                                                      How?


                                                                      8. END: