.png){kind=icon}
Click on each question to check your answer.
1. What is a direct-approach message?
A direct-approach message is a message that presents the main point in the first paragraph, often in the first sentence.
2. What are three key elements of an order request?
Three key elements of an order request are authorizing the purchase and specifying the preferred method of shipment, itemizing requested merchandise using a list format, and closing with special instructions and thanks.
3. What are the three criteria to writing an effective response?
An effective response is prompt, informative, and gets to the point.
4. What is a claim adjustment?
A claim adjustment is a response to a customer’s claim letter outlining how the company is going to fix the customer’s problem.
5. What three things are included in a claim adjustment?
Claim adjustments should include a granting of the adjustment, details about how the adjustment will be given, and a positive closing.
6. What are the three elements of effective goodwill messages?
Effective goodwill messages should be personal, prompt, spontaneous, short, and sincere.
7. What are the three most common types of goodwill messages?
Thank-you letters, letters of congratulations, and letters of sympathy are the three most common goodwill messages.
8. What is the purpose of a transmittal letter?
A transmittal letter is an informative letter that accompanies materials indicating why the materials are being sent to the reader.
9. What are the criteria of good instructions?
Clear instructions should be clear and accurate, precise, complete, user-friendly, and action-oriented.
10. Look at the following claim letter and discuss how it can be improved:
123 Sprint Avenue
London, ON N6A 4C4
June 17, 2021
Customer Service Department
Happy-Go-Lucky Corp.
58 Turner Street
Vancouver, BC V6B 3P7
To Whom it May Concern:
Last month I ordered 6 of your Teflon-coated fryers for my home. My kids really love French fries, and so do my brothers and their families. It is a family tradition to have fries every Saturday night. It started with my grandfather, who has passed away and is no longer with us.
Well, I got your package yesterday and opened it only to find I am missing a fryer and I got a waffle iron instead. How do you cook French fries with that I ask you!
Please rectify this immediately.
Sincerely,
Rachel Good
Rachel Good
Angry Customer
The claim letter has the following problems that should be corrected:
- The tone is offensive.
- There is no addressee.
- It takes too long to get to the point.
- It includes too much unnecessary information.
- It fails to state what needs to be fixed.
- There is no indication of what will happen to extra merchandise.
- It omits important contact information, such as phone number or e-mail address.
- There is no need for adding “angry customer” at the end.