transferring messages

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    Writing Routine andWriting Routine andPositive MessagesPositive Messages

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    Routine RequestsRoutine Requests

    Routine

    Business

    Willing

    Audience

    Direct Approach

    State the Request

    Support the Request

    Close the Message

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    State the RequestState the Request

    Use the Right ToneUse the Right Tone

    Assume ComplianceAssume Compliance

    Be SpecifcBe Specifc

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    Support the RequestSupport the Request

    Eplain the Request

    Propose Benefts

    As! "uestions

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    Close the MessageClose the Message

    Contact #n$ormationContact #n$ormation

    Appreciation andAppreciation and

    %ood&ill%ood&ill

    Specifc RequestSpecifc Request

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    Common RequestsCommon Requests

    Information and ActionInformation and Action

    RecommendationsRecommendations

    Claims or AdjustmentsClaims or Adjustments

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    #n$ormation and Action#n$ormation and Action

    Adapt to

    Situation

    Adapt to

    AudienceStraightforward Style

    State the Request

    Support the Request

    Offer Reader Benefits

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    RecommendationsRecommendations

    Make theMake theRequestRequest

    sta!lishsta!lishRapportRapport

    "press"pressAppreciationAppreciation

    #he $irect Approach#he $irect Approach

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    Claims andClaims and

    Ad'ustmentsAd'ustmentsExpect a Fair Adjustment

    Document Correspondence

    RemainPositive

    Be

    Pro

    fession

    al

    Problem Statement

    Explanation and Verification

    Specific Actions or Solutions

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    Common Routine RepliesCommon Routine Replies

    and Positive Messagesand Positive Messages

    Information and Action Claims and Adjustments

    Recommendations Informative Messages

    Good-News

    AnnouncementsGoodwill Messages

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    #n$ormation and Action#n$ormation and Action

    Promptness

    %raciousness

    Thoroughness

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    Claims andClaims and

    Ad'ustmentsAd'ustments

    %ho Is At &ault'%ho Is At &ault'

    #he Company'#he Company'

    #he Customer'#he Customer'

    A #hird (arty'A #hird (arty'

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    Compan( #s At )aultCompan( #s At )ault

    Acknowledge the claim or complaint

    #ake responsi!ility for the outcome

    Sympathi)e with the customer

    "plain your plan of action

    %ork to repair the relationship

    &ollow up on your response

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    Customer #s At )aultCustomer #s At )ault

    Refuse the ClaimRefuse the Claim *rant the Claim*rant the Claim

    Cost of AdustmentCost of Adustment

    Cost of !ost BusinessCost of !ost Business

    Discourage "ista#esDiscourage "ista#es

    "aintain the Customer"aintain the Customer

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    Third Part( #s AtThird Part( #s At

    )ault)ault+aluate Situation+aluate Situation

    Offer SolutionsOffer Solutions

    A+oid Blame *ameA+oid Blame *ame

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    RecommendationsRecommendations

    Candidate,s -ame (osition or O!jecti+e

    -ature of Relationship %hy .ou Are %riting

    Rele+ant +idence O+erall +aluation

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    #n$ormative#n$ormative

    MessagesMessages$otices Policies

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    %ood*+e&s%ood*+e&s

    AnnouncementsAnnouncements

    Direct Approach

    Employment Offers News Releases

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    %ood&ill Messages%ood&ill Messages

    Congratulations Appreciation Condolences

    Business

    Achievements

    Personal Highlights

    Create

    Good Feelings

    Promote Further

    Excellence

    Express Caring

    Conve !mpath