For the sake of clarity the content of the customers

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Unformatted text preview: IGURE 8.7 Responding to a Claim When the Buyer Is at Fault In the interest of positive customer relationships, this company agreed to provide replacement parts for a customer’s in-line skates, even though the product is outside its warranty period. (For the sake of clarity, the content of the customer’s original e-mail message is not reproduced here.) Plan Write Complete Analyze the Situation Adapt to Your Audience Revise the Message Verify that the purpose is to grant the customer’s claim, tactfully educate him, and encourage further business. Show sensitivity to audience needs with a “you” attitude, politeness, positive emphasis, and bias-free language. Evaluate content and review readability; avoid unnecessary details. Gather Information Gather information on product care, warranties, and resale information. Select the Right Medium An e-mail message is appropriate in this case because the customer contacted the company via e-mail. Compose the Message Maintain a style that is respectful while still...
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This note was uploaded on 03/24/2013 for the course ECON 830 taught by Professor Shahlasultaova during the Fall '12 term at Khazar University.

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