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  • Writing Routine and Positive Messages

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    saadhassan555
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    This document provides guidance on writing routine and positive business messages. It discusses approaches for routine requests, recommendations, claims/adjustments, and common positive message types. The key sections cover stating the request, supporting it, closing the message, and adapting the message to the situation and audience. For claims/adjustments, it describes addressing situations where the company, customer, or third party is at fault. The goal is to remain positive, take responsibility when needed, and maintain good customer relationships.

    Original Description:

    How to build rapport and communicate good messages across audience.

    Original Title

    Transferring Messages

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    This document provides guidance on writing routine and positive business messages. It discusses approaches for routine requests, recommendations, claims/adjustments, and common positive message types. The key sections cover stating the request, supporting it, closing the message, and adapting the message to the situation and audience. For claims/adjustments, it describes addressing situations where the company, customer, or third party is at fault. The goal is to remain positive, take responsibility when needed, and maintain good customer relationships.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as ppt, pdf, or txt
    11 views19 pages

    Writing Routine and Positive Messages

    Uploaded by

    saadhassan555
    This document provides guidance on writing routine and positive business messages. It discusses approaches for routine requests, recommendations, claims/adjustments, and common positive message types. The key sections cover stating the request, supporting it, closing the message, and adapting the message to the situation and audience. For claims/adjustments, it describes addressing situations where the company, customer, or third party is at fault. The goal is to remain positive, take responsibility when needed, and maintain good customer relationships.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as ppt, pdf, or txt
    of 19

    Writing Routine and

    Positive Messages

    Routine Requests
    Direct Approach

    State the
    the Request
    Request
    State
    Routine
    Business

    Support the
    the Request
    Request
    Support
    Close the
    the Message
    Message
    Close

    Willing
    Audience

    State the Request


    Use
    Use the
    the Right
    Right Tone
    Tone
    Assume
    Assume Compliance
    Compliance
    Be
    Be Specific
    Specific

    Support the Request


    Explain the
    the Request
    Request
    Explain
    Propose Benefits
    Benefits
    Propose
    Ask Questions
    Questions
    Ask

    Close the Message


    Specific Request

    Contact Information
    Appreciation and
    Goodwill

    Common Requests
    Information and Action
    Recommendations
    Claims or Adjustments

    Information and Action


    Adapt to
    Situation

    Straightforward Style
    State the Request
    Support the Request
    Offer Reader Benefits

    Adapt to
    Audience

    Recommendations
    The
    The Direct
    Direct Approach
    Approach

    Make
    Make the
    the
    Request
    Request

    Establish
    Establish
    Rapport
    Rapport

    Express
    Express
    Appreciation
    Appreciation

    Claims and
    Adjustments
    Problem
    Problem Statement
    Statement
    Explanation
    Explanationand
    andVerification
    Verification
    Specific
    SpecificActions
    Actionsor
    orSolutions
    Solutions
    Document Correspondence

    Be Professional

    Remain Positive

    Expect a Fair Adjustment

    Common Routine Replies


    and Positive Messages
    Information and Action Claims and Adjustments
    Recommendations

    Informative Messages

    Good-News
    Announcements

    Goodwill Messages

    Information and Action


    Promptness
    Graciousness
    Thoroughness

    Claims and
    Adjustments
    The Company?

    Who Is At Fault?

    The Customer?
    A Third Party?

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

    Customer Is At Fault
    Refuse the
    the Claim
    Claim
    Refuse

    Grant the
    the Claim
    Claim
    Grant

    Cost of
    of Adjustment
    Adjustment
    Cost

    Discourage Mistakes
    Mistakes
    Discourage

    Cost of
    of Lost
    Lost Business
    Business
    Cost

    Maintain the
    the Customer
    Customer
    Maintain

    Third Party Is At
    Fault
    Evaluate
    Evaluate Situation
    Situation
    Offer
    Offer Solutions
    Solutions
    Avoid
    Avoid Blame
    Blame Game
    Game

    Recommendations
    Candidates Name

    Position or Objective

    Nature of Relationship

    Why You Are Writing

    Relevant Evidence

    Overall Evaluation

    Informative
    Messages
    Notices

    Policies

    Good-News
    Announcements
    Direct Approach

    Employment Offers

    News Releases

    Goodwill Messages
    Congratulations

    Appreciation

    Condolences

    Business
    Business
    Achievements
    Achievements

    Create
    Create
    Good
    GoodFeelings
    Feelings

    Express
    ExpressCaring
    Caring

    Personal
    PersonalHighlights
    Highlights

    Promote
    PromoteFurther
    Further
    Excellence
    Excellence

    Convey
    ConveySympathy
    Sympathy

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