Objectives

1
Objectives

• Define goodwill.
• Use positive language to build goodwill.
• Project a you attitude.
• Promote goodwill through a service attitude.

2
Definitions of Goodwill
4-1

• Company image
• Public relations
• Customer service
• Customer relations

3
Tone
4-2

• Tone is the attitude or feeling of the message
  the words, sentences, and paragraphs, and the
  meaning behind them.

4
You Attitude
4-3

• To show the you attitude and build goodwill
• Use the words you and your.
• Focus on the reader.
• Put the reader into the picture.

5
Insincerity
4-4

• A message sounds insincere when it contains
• Bragging
• Excessive language
• Flattery
• Overhumility
• Unlikely promises

6
Service Attitude
4-5

• A service attitude includes both a sincere
  interest in the customers or clients welfare
  and the willingness to do a little more, to give
  a little extra.