What should be done when explaining and justifying the routine request in the body of the message?

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Apply the three-step process to routine and positive messages.

Step 1: Planning a routine or positive message.

Analyze the situation, gather information, selectt he right medium for the messages

Step 2: Writing a routine or positive message

Open by stating the request or main idea.
Give necessary details in the body.
Close with a cordial request for specific action.

Step 3: Completing a routine or positive message

Revise, produce, proofread, and distribute it.

Outline an effective strategy for writing routine requests.

Stating your requests up front

pay attention to tone, assume you audience will comply, be specific

Explaining and justifying you request

ask the most important questions first
ask only relevant questions
deal with onlyone topic per question.

Explain how to ask for specific action in a courteous manner.

Requesting specific action in a courteous close

Close request messages with

A request for some specific action
information about how you can be reached
An expression of appreciation

Describe a strategy for writing routine replies and positive messages.

An opening, a body, and a close

Place your main idea in the body, use the body to explain all relevant details, and close cordially
Use the direct approach for positive messages
Prepare your audience for the detail that follows by beginning your positive message with the main idea or good news.
Look for ways to present negative information in a positive context.
Make sure audience members understand what to do next and how that action will benefit them.

Discuss the importance of knowing who is responsible when granting claims and requests for adjustment.

Acknowledge receipt of the customer's claim or complaint
Take (or assign) personal responsibility for setting matters straight
Sympathize with the customer's inconvenience or frustration
Explain precisely how you have resolved or plan to resolve the situation
Take steps to repair the relationship
Follow up to verify that your response was correct
If you grant a claim when the customer is at fault, look for diplomatic ways to discourage the errant behavior in the future

Describe the importance of goodwill messages, and explain how to make them effective.

Goodwill is the positive feeling that encourages people to maintain a business relationship.
Make sure comments are sincere and honest.
Taking note of significant events in someone's personal life helps cement a business relationship.
Offering Condolences

Keep reminiscences brief
Write in your own words
Be tactful

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