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Writing Routine andWriting Routine andPositive MessagesPositive Messages
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Routine RequestsRoutine Requests
Routine
Business
Willing
Audience
Direct Approach
State the Request
Support the Request
Close the Message
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State the RequestState the Request
Use the Right ToneUse the Right Tone
Assume ComplianceAssume Compliance
Be SpecifcBe Specifc
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Support the RequestSupport the Request
Eplain the Request
Propose Benefts
As! "uestions
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Close the MessageClose the Message
Contact #n$ormationContact #n$ormation
Appreciation andAppreciation and
%ood&ill%ood&ill
Specifc RequestSpecifc Request
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Common RequestsCommon Requests
Information and ActionInformation and Action
RecommendationsRecommendations
Claims or AdjustmentsClaims or Adjustments
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#n$ormation and Action#n$ormation and Action
Adapt to
Situation
Adapt to
AudienceStraightforward Style
State the Request
Support the Request
Offer Reader Benefits
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RecommendationsRecommendations
Make theMake theRequestRequest
sta!lishsta!lishRapportRapport
"press"pressAppreciationAppreciation
#he $irect Approach#he $irect Approach
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Claims andClaims and
Ad'ustmentsAd'ustmentsExpect a Fair Adjustment
Document Correspondence
RemainPositive
Be
Pro
fession
al
Problem Statement
Explanation and Verification
Specific Actions or Solutions
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Common Routine RepliesCommon Routine Replies
and Positive Messagesand Positive Messages
Information and Action Claims and Adjustments
Recommendations Informative Messages
Good-News
AnnouncementsGoodwill Messages
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#n$ormation and Action#n$ormation and Action
Promptness
%raciousness
Thoroughness
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Claims andClaims and
Ad'ustmentsAd'ustments
%ho Is At &ault'%ho Is At &ault'
#he Company'#he Company'
#he Customer'#he Customer'
A #hird (arty'A #hird (arty'
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Compan( #s At )aultCompan( #s At )ault
Acknowledge the claim or complaint
#ake responsi!ility for the outcome
Sympathi)e with the customer
"plain your plan of action
%ork to repair the relationship
&ollow up on your response
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Customer #s At )aultCustomer #s At )ault
Refuse the ClaimRefuse the Claim *rant the Claim*rant the Claim
Cost of AdustmentCost of Adustment
Cost of !ost BusinessCost of !ost Business
Discourage "ista#esDiscourage "ista#es
"aintain the Customer"aintain the Customer
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Third Part( #s AtThird Part( #s At
)ault)ault+aluate Situation+aluate Situation
Offer SolutionsOffer Solutions
A+oid Blame *ameA+oid Blame *ame
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RecommendationsRecommendations
Candidate,s -ame (osition or O!jecti+e
-ature of Relationship %hy .ou Are %riting
Rele+ant +idence O+erall +aluation
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#n$ormative#n$ormative
MessagesMessages$otices Policies
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%ood*+e&s%ood*+e&s
AnnouncementsAnnouncements
Direct Approach
Employment Offers News Releases
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%ood&ill Messages%ood&ill Messages
Congratulations Appreciation Condolences
Business
Achievements
Personal Highlights
Create
Good Feelings
Promote Further
Excellence
Express Caring
Conve !mpath