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.
◦ 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
◦ 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
◦ 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.
◦ Basic background information is provided.
◦ Indicate clearly and politely the purpose for writing (problem with a product or service).
◦ Includes all pertinent background information Specific details about the problem
Support for initial claim
Sequence of events, and/or rationale
◦ Propose a solution
Request appropriate and equitable action Close on a positive note, if possible.