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Chapter 6 (Direct Claims & Complaints (Posting Complaints (Angry Posts…
Chapter 6
Direct Claims & Complaints
Opening a Claim
Explaining/Justifying a Claim
Concluding a Claim
Purring it all Together
Posting Complaints
Angry Posts are Out of Control
Public Criticism Can Cost you
You have Responsibility; Use it Wisely
Adjustment Messages
Revealing Good News
Explaining Compliance
Deciding to Apologize
Using Sensitive Language
Showing Confidence
Typical Messages
Creating Messages
Big Idea FIrst
Providing Details
Closing With Appreciation
Responding to Requests
Responding to Customer Comments
Embracing Comments
Guidelines for Responding
Preparing Messages
Dividing Instructions Into Steps
Revising a Message
Provide clear explanations
Watch your tone
Learning More about Writing
Goodwill Messages
Saying Thank you
Expressing Thanks for a Gift
for a Favor
for Hospitality
Recognizing Employees
Replying to Goodwill Messages
Answering a Congratulatory Note
Responding to Praise
Expressing Sympathy
Sending Condolences
Is E-Mail appropriate?
Routine Messages
Understanding Letters
Providing a Record
Safeguarding Confidentiality
Conveying Formaility
Delivering Persuasive Messages
Formatting Letters