202D CH7 Q&A

202D CH7 Q&A - Nate McKnight English 202D J. Dareneau...

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Nate McKnight English 202D – J. Dareneau 1. How does one grant claims or requests when his/her company is the one at fault? Recognize complaint/request Assign the complaint personally to an individual Sympathize and empathize with the customer Explain how it will be or has been resolved Repair the distrust or satisfaction of the customer Keep communication open Follow up 2. What are some points to remember when offering condolences? Keep the past remembering brief Write it in your own words (down to earth) Don’t mention how tragic it is or ‘he was too young’ Make sure the facts are all accurate Write about special things of the deceased Write about special things of the survivors 3. What is a news release? A specialized document to share information relevant to a company or industry 4. What are some ideas to effective routine request? Watch the tone of the request (don’t demand) Assume the audience will say ‘yes’ Make requests polite and not questions State exactly what is needed/wanted
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5. What are the three steps to the writing process?
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202D CH7 Q&A - Nate McKnight English 202D J. Dareneau...

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