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Writing Routine Requests and Positive Messages - PowerPoint PPT Presentation


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Writing Routine Requests and Positive Messages. Chapter 8. Requesting information Asking for a recommendation Making claims Adjustments. Routine Requests. Start with the main idea Provide necessary details End with a courteous close.

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Presentation Transcript
routine requests

Requesting information

  • Asking for a recommendation
  • Making claims
  • Adjustments
Routine Requests
responding to routine requests

Start with the main idea

Provide necessary details

End with a courteous close

Responding to Routine Requests
granting claims and adjustments

Company’s fault

  • Customer’s fault
  • Third Party’s fault
Granting claims and adjustments
company is at fault do you use the word

Acknowledge receipt of the claim or complaint

  • Take ownership
  • Sympathize with the customer
  • Explain how the complaint will be handled
  • Explain how the complaint will not be recurring
  • Take steps to repair the relationship
  • Follow up!!!
Company is at fault – do you use the word
customer is at fault

In this case, you can refuse the claim or do as the customer requests

  • If you decide to refuse the claim, be delicate when delivering the news
  • If you decide to grant the customer’s request, make sure you inform the customer of how the product was not a fault of the company’s.
Customer is at fault
positive messages

Congratulatory

Appreciation

Goodwill

Positive Messages