In addition to these positive steps maintain

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Unformatted text preview: ing coupons to encourage future business. Follow up to verify your response was correct. Follow-up not only helps improve customer service but also gives you another opportunity to show how much you care about your customer. In addition to these positive steps, maintain professional demeanor by avoiding some key negative steps as well: Don’t blame anyone in your organization by name, don’t make 46053 C PHNJ B&E A B PN 226 C/M/Y/K DESIGN SERVICES OF M09_BOVE5352_09_SE_C08.QXD 5/17/07 12:59 PM Page 227 C HAPTER 8 Writing Routine and Positive Messages 227 exaggerated apologies that sound insincere, don’t imply that the customer is at fault, and don’t promise more than you can deliver. As with requests for information or action, some claims are likely to occur again and again, such as claims made against insurance policies or requests to correct orders. A form letter is an efficient way to begin the communication process. In the following example, a large mail-order clothing company created a form letter to respond to customers who complain that they haven’t received exactly what was ordered. The form letter can easily be customized through word processing (perhaps to st...
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