1.0 Business Correspondence
WRI 327
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3/29/2007
INQUIRY LETTERS
Introduction: state purpose Body: use specific, clearly worded questions Conclusion: tell use of information, offer to send finished report, close with appreciation 2
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Claim Letters
Requesting adjustments for defective d or poor services i goods Complaining about unfair treatment, poor policies, etc.
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1.0 Business Correspondence
3/29/2007
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Routine Claim Letters Introduction: make request/ state bl problem Body: explain situation Closing: be courteous, repeat action to be taken; no “thank yous.” (Claim here is backed by a contract, guarantee or company’s reputation)
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Arguable Claim Letters Introduction: use a neutral statement (In the past five years, we have been pleased with the services of Burk, Blair and Bono.) Body: explain basis for your claim by presenting evidence—CONVINCE! Conclusion: ask for specific action
5
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Adjustment Letters The goal is to keep customers by retaining their goodwill. Introduction: begin with good news (apology) Body: provide adequate explanation of what went wrong Never blame employees Never say “it won’t happen again”
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1.0 Business Correspondence
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Refusing An Adjustment Letter Customer has misused product or is i t k about b t company procedure d or mistaken services Keep the tone friendly Use the passive voice to avoid accusations
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Refusing Adjustments cont.
Introduction: use a neutral statement Body: give a full explanation of the refusal—Damage from such drops [8” curb that bicycle is jumped over] is not considered normal wear so it is not covered by our guarantee. Conclusion: give a helpful closing 8
3/29/2007
Other Types of Letters
Thank you A k Acknowledgements: l d t awards, d commendations Requests to attend Responding to an angry customer Resignation Recommendation 9
1.0 Business Correspondence
3/29/2007
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