CMN 279 Chapter Notes - Chapter 6: Signature Block
28 Jun 2018
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CMN – Chapter 6 – Routine and Goodwill Messages
Direct approach message – message that presents the main point in the first paragraph
Three part structure: Opening, Middle, Closing
Request memo – message that asks the reader to perform a routine action
Order request – request for merchandise that includes a purchase authorization and shipping
instructions
Claim – a demand or request for something (replacement or refund) that is considered one’s
due
Adjustment – a written response to a complaint that tells the customer what will be done
about the complaint in terms of solving the problem, correcting an error, granting a refund or
adjusting the amount due
Response – a message that answers a request or query, most effective when it is prompt and
informative
Response to an inquiry should supply requested information first without introduction
Personalized form letter – a letter in which the identical message is sent to more than one
person
Order acknowledgement – informative letter than confirms the details of a merchandise
purchase and shipment, upbeat, efficient and concise as possible
A message of confirmation summarizes and clarifies: the terms of an agreement, an action or
transaction with receipt, a decision, and/or arrangements for a future event
Goal is to confirm and explain details of an already established event
A claims adjustments purpose is (1) to inform a customer that their claim has been successful,
(2) show how you intend to rectify the problem or resolve complaint (3) to repaid customer
relations and restore confidence
Claim adjustment – a response to a claim letter telling the customer what a company intends
to do to correct the problem
Goodwill messages – a message that enhances the value of a business beyond its tangible
assets by creating a bond of friendship and establishing trust and mutual understanding
between the writer and the recipient
Should be personal, prompt, spontaneous, short and sincere
Thank you letters – message thanking someone for their help, hospitality or business
Letter of congratulations – message conveying pleasure at someone’s happiness or good
wishes on someone’s accomplishment
Letter of sympathy – lets your reader know you care and are ready to offer help and support
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Document Summary
Cmn chapter 6 routine and goodwill messages. Direct approach message message that presents the main point in the first paragraph. Request memo message that asks the reader to perform a routine action. Order request request for merchandise that includes a purchase authorization and shipping instructions. Claim a demand or request for something (replacement or refund) that is considered one"s due. Adjustment a written response to a complaint that tells the customer what will be done about the complaint in terms of solving the problem, correcting an error, granting a refund or adjusting the amount due. Response a message that answers a request or query, most effective when it is prompt and informative. Response to an inquiry should supply requested information first without introduction. Personalized form letter a letter in which the identical message is sent to more than one person. Order acknowledgement informative letter than confirms the details of a merchandise purchase and shipment, upbeat, efficient and concise as possible.
