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Adjustment messages respond to a customer's claim. Understanding how to craft an effective adjustment message will

help you maintain a customer's goodwill.

Adjustments are BLANK?   messages that businesses should make  BLANK?  . In regards to response time, social media has had a  BLANK?  effect on adjustment messages.

first blank



second blank

-as a last resort


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What should you include in the opening of an adjustment message?

-A positive statement of the good news

-A begrudging statement that informs the customer you will grant the request

-A negative statement followed by a positive statement

What shouldn't you do in an adjustment message? Check all that apply.

-Use negative words

-Make unrealistic promises

-Give reasons for compliance

-Blame customers

-Promote further business

Read the scenario, and then answer the following question.

Sharon works for a toy manufacturer and is responding to the claim of a disgruntled customer. The customer is upset because the interactive toy he purchased for his child stopped working the day of the purchase. The customer tried replacing the batteries, but that would not fix the problem. Sharon knows that there have been issues with this product, and she decides to write (an) adjustment message.

Which of the following sentences would be appropriate for Sharon to include in her adjustment message? Check all that apply.

-You can use the enclosed voucher to purchase a new product of your choice.

-I promise this will never happen again.

-I wasn't personally responsible for the defect, but I'll see what I can do.

-Perhaps your child did something to the toy to cause it to stop working.


Goodwill Messages

Goodwill messages express thanks, recognition, or sympathy. Choosing the right words to express feelings is often difficult, but taking the time to write personal sentiments is more meaningful to readers than store-bought cards or oral messages. When sending messages of goodwill, be sure to be prompt, responding quickly while the situation is fresh in your mind.

Consider the scenario, and then answer the question.

A coworker's father just passed away, and your manager wants to send a sympathy message. He asks you to proofread the message. You notice the message is three pages long, but he accomplishes his purpose within the first paragraph.

How should the writer revise the message?

-Delete one of the three pages.

-Keep goodwill messages short. Aim for accomplishing the purpose in a few sentences.

-Keep the message long, but make it fresh and enthusiastic.

When writing a letter that expresses thanks for hospitality, what should you include?

-A reminder about next week's meeting with the shareholders

-A flowery description of the delicious appetizers

-A specific compliment regarding the food, surroundings, hosts, or good company

Read the scenario, and then answer the question.

Joseph received a pat-on-the-back message from his supervisor for a job well done. He wants to acknowledge the receipt of the message.

Which is the best response for Joseph to send?

-Your message was especially nice to receive given that you didn't acknowledge my hard work on the last project.

-Your note about my work was kind. I appreciate your thoughtfulness.

-Really, it was nothing! The project was a piece of cake.

-A sympathy message should include    .

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