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.
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 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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