- 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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