Ch 8

Question 1

Do I really need to write this email?

Answer 1

Written messages are needed to provide a permanent record or develop a thoughtful plan

Question 2

What channel should I use?

Answer 2

Phone call/ Face to Face is better if you need to:
convey emotion, supply context, or smooth over disagreements

Question 3

When is a business letter appropriate?

Answer 3

Needed when permanent record is required, confidentiality, or formality

Question 4

What is phase one for writing?

Answer 4

Phase 1: Analyzing, Anticipating, Adapting

Question 5

What is phase 2 for writing?

Answer 5

Researching, organizing, DRAFTING

Question 6

What is phase 3 of writing?

Answer 6

Phase 3: Editing, Proofreading, Evaluating

Question 7

Guidelines for writing online reviews and complaints

Answer 7

Establish credibility
Check posting rules
Provide balanced reviews
Consider the permanence of the internet
Accept offers to help
Refuse payment for better critiques (bribery)

Question 8

Customer Adjustment Letter

Answer 8

When a company receives a claim and responds favorably to the customer

Question 9

What does an adjustment message explain?

Answer 9

Explains situation and how the company will respond and continue with the request

Question 10

How to write an adjustment letter?

Answer 10

Address the customer by name and
open with good news.

Explain what happened to cause the problem and suggest a plan for improvement in the future

Close confidently by expressing sincere appreciation of customers service and desire to be of service and for future business

Question 11

Language of adjustment messages

Answer 11

Don’t use negative words, don’t blame customers even if they are at fault,

don’t blame individuals or departments within your organization, it’s unprofessional

Don’t make unrealistic promises, you can’t guarantee that this won’t occur again