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.