Join Judy Steiner-Williams for an in-depth discussion in this video Claim letter, part of Business Writing Strategies.
- Let's look at how the chance of getting a refund…or replacement can be increased…with an effective direct order claim letter.…That direct opening identifies that there's a problem…and what the customer wanted done…to make her a satisfied customer.…Now, let's add specific details to support the claim.…Think like the customer service person…who will analyze and decide whether to adjust your claim.…What questions would you have if you were in her position?…The answers to those questions will need to be included…as support in the claim.…
What was the contract agreement?…What was the exact problem?…How long ago was the work completed?…Who did the work?…Was there a conversation about the situation?…Would you eagerly grant a claim to someone who wrote…"You promised that you would have my tree cut and…"and everything cleaned up by 5:00 pm.…"Your uncaring workers were lazy, lied to me, and were rude.…"I talked to them several times, and they assured me…"that they would be finished, and then they left…"in the afternoon for a break.…
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- Deciding when to begin or delay the message
- Presenting information
- Getting support for ideas
- Understanding the audience
- Communicating internally and externally
- Choosing the appropriate language and tone
- Using business writing outlines and templates
Skill Level Appropriate for all
1. Deciding the Strategy
2. Analyzing the Situations
3. Analyzing the Audience
Understanding audience needs3m 34s
4. Determining the Correct Written Channel
5. Strategy Specifics
6. Choosing the Language
7. Strategy Outlines
8. Templates for Common Writing Strategies
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