Page 215 - DENG102_COMMUNICATION_SKILLS_II

Communication Skills-II

notes Response, and sympathy are all suggestions of goodwill messages. In addition, writers also have
to pay attention to the five Ss: selfless, specific, sincere, spontaneous, and short. Writers can use
3 × 3 writing process for creating goodwill messages in several different statements, as expressing
thanks, accepting praise, and offering assistance.

table 14.1: Guide for Writing routine

routine reply routine claim routine adjustment Goodwill
re: possible loss of no true business
goodwill. objective
tone is crucial Written out of
sense of kindness
1. Put good new first- 1. Write as soon 1. Be gracious & 1. Be prompt, sincere,
you are responding as problem is Answer promptly specific, brief &
favorably-first is identified Show confidence in direct
where it receives readers’ honesty.
most attention
2. Prompt & 2. Appropriate 2. Show worth 2. Congratulatory:
Courteous answer address to of company & for major business
negative tone loses Customer Service products & personal
goodwill or other achievement
3. Answer all 3. Use Courteous 3. Use neutral or 3. Thanks: valuable to
questions state or & non-emotional positive language employee formal:
implied add more language typed informal:
info. to help reader handwritten &
personal
4. Use of FORM 4. Identify problem & 4. Good news first: if 4. Sympathy:
letters when explain it Provide as granting claim Do appreciated need
answering same much background not apologize to be handwritten
info information as
necessary (dates,
model numbers,
check copies, other
letters)
5. Optional 5. Describe action 5. Explain why
Promotion sales you expect reader problem happened
Build goodwill to take. Make sure & the steps that
action is fair & are being taken
reasonable to ensure it won’t
happen again
6. END positive & 6. End Be confident 6. Resale: re-establish
friendly customer’s
confidence in
company. Don’t
make promises
can’t keep
7. Customer’s fault:
explain/be tactful/
impersonal
8. END: friendly &
positive imply
continuing
relationship with
customer

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