"Bad News Memorandum - DOC"
258 Business Writing Memo To: English 258.02 Students From: SueAnn Schatz Date: February 15, 2005 Re: Claim letter and bad-news adjustment letter assignments The purpose of this memorandum is to explain your claim letter and bad-news adjustment letter assignments. Assignment Study the section of Chapter 15 on letters, paying particular attention to the information on claim and bad-news adjustment letters. In class on Thursday, February 17, you will have the opportunity to work on these letters. o For the claim letter, you either may address a real complaint you have had in the recent past regarding an unsatisfactory product or service or do Exercise 1 on page 389. o For the bad-news adjustment letter, either do Exercise 3 or 4 on page 389. Format your letters correctly; refer to pages 367-70 for help. There will be a peer critique on Tuesday, February 22; bring a copy of the drafts of both letters to class. Failure to bring a draft or attend class that day will result in a deduction of five (5) points for each. Letters are due at the beginning of class on Thursday, February 24. These letters are worth 25 points each. Remember that I expect your best grammar, spelling, and proofreading. Hints on Effective Letters The most successful complaint letters are those that are well-written, reasonable, explain the situation thoroughly, and ask for a specific adjustment. The least successful complaint letters are those that are overly demanding, take a hostile or attacking tone, are poorly written, leave out important facts and/or don’t suggest a desired restitution. The most successful bad-news adjustment letters are those that are well-written, clearly reject the request and state the reasons why, explain why the company is not at fault, and create goodwill. The least successful bad-news adjustment letters are those that are poorly written, show no regret, admit the customer is right, take a hostile tone, and/or dismiss the customer’s feelings.