Basic Letters

1
Basic Letters

• . . . The basics

2
Routine letters

• The ones you write a lot to customers,
  suppliers, government bodies, etc.
• Good to use when you need a formal record, esp.
  outside the company
• Follow a plan or template, but
• Need to appear individualized, especially when
  directed to customers

3
Requests
4
Basic form

• Opening
• Body
• Closing

5
Information Request

• Open most important question first
• Body Explain the request and clarify if
  necessary
• Closing Request specific action
• Provide end date
• Show appreciation

6
Order Request

• Open Authorize purchase suggest shipping
• Body use a table (or similar structure) to list
  the order
• Close request shipment date
• give payment method
• express appreciation

7
Simple Claim (not really simple)

• Open Request for action
• Body -explain the claim
• -give justification
• -provide action details
• Close the letter, not the business relationship!
  Remember to keep goodwill

8
Responses
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Basic Format

• Subject line (identify what youre responding to)
• Opening
• Body
• Closing

10
Information Response

• Open Most important information first
• Body use lists, bulletsrespond to
  correspondence in an organized, logical way
• Close End pleasantly, but try to be personal

11
Customer Order

• Open when and how shipment will be sent
• Body Details, discrepancies (backorders, etc.),
  promotions
• Closing make it personal but businesslike
  promote goodwill

12
Customer Claims

• Not so simple

13
Purposes

• Rectify the wrong or the misunderstanding
• Regain customer confidence
• Promote future business

14
Saying yes Granting the Claim

• Make sure you identify the correspondence in a
  subject line
• Open (what) Grant request immediately follow
  with a promotion if appropriate
• Body (how) Detail how you will rectify the
  problem and how you will prevent it from
  happening againDont lay blame!
• Close (now what?) look forward stay positive
  be confident

15
Apology?

• Yes, but be specific and avoid admitting
  negligence
• We are sorry you were inconvenienced
• We are sorry our product did not meet your
  needs
• We are sorry you did not enjoy your time with us

16
Saying No

• Stay tuned! Coming next class . . .