Bad News Letter (Negative Message) ? Salvage good will? Show that you acted reasonably? Explain your position in the matter?? How did the problem occur?? How can it be avoided in the future.¨¬3/3/2011 4¨¬« Introduction? Begin Politely?? Never begin with a outright refusal?? Try to establish a professional rapport (form a bond)?? Consider Liability Be careful about admitting the customer is rights« Body? Summarize the facts? Indicate inability to fulfill readers request?? Avoid explicit refusal?? Provide an explanation why request cannot be granted ?? Avoid accusations, even if the reader did err somehow« Conclusion? Provide positive news, if any? Provide an alternative course of action ?¨¬¨¬« Claim Letter (Persuasive Letter)? A polite and reasonable complaint.? If the letter is convincing, receiving an equitable settlement is more probable.? Claim Letters can help a company identify weak points in their products or services.¨¬« Introduction? Basic background information is provided.? Indicate clearly and politely the purpose for writing (problem with a product or service).« Body? Includes all pertinent background information ?? Specific details about the problem?? Support for initial claim?? Sequence of events, and/or ?? rationale« Conclusion? Propose a solution?? Request appropriate and equitable action ?? Close on a positive note, if possible.
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