Business Writing Firefly Electric and Lighting Corp. Training and Organizational Development Human Resources Department

Transcription

1 Business Writing Firefly Electric and Lighting Corp. Training and Organizational Development Human Resources Department Module 9 Writing Business Letters: Format and Content

2 Module 9 : Writing Business Letters: Format and Content Lesson 1-B Kinds of Business Letters

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4 Module Nine: Writing Business Letters Corresponding via letters is a large part of doing business. More than sending a message, business letters are a way to establish rapport, clarify work expectations, and even affirm and encourage co-workers. In this module, we will discuss the kinds of business letters, their basic structure and how to choose the most appropriate format for your business letters What a lot we lost when we stopped writing letters. You can t reread a phone call. William Zinsser

5 Definition: A business letter is any formal written communication sent by one company to another or sent by one company to individuals ( internal or external stakeholders) who can affect or be affected by the activities of a business.

6 The kinds of business letters vary as there are many kinds of stakeholders. These include owners or shareholders, financier, investors managers, government, employees, customers, suppliers, creditors, trade unions and the community. This module part 2 will discuss the most common types of business letters which fall under customer relations business letters. These are: letter of complaint, letter of apology, letter of adjustment, letter of acknowledgement

7 Customer Relations Letters

8 Customer relations letters are letters that deal with establishing and maintaining mutual rapport and affinity with customers and clients. The contents of the letters may be good or bad news but so worded that they do not cause any resentment or unpleasantness on the part of the recipients.

9 Customer relations letters consist of but are not limited to letter of complaint, letter of apology, letter of adjustment, and letter of acknowledgement

10 Letter of Complaint

11 A letter of complaint is a letter expressing dissatisfaction, sent to a vendor, a manufacturer or a service provider to complain about a faulty or defective product or a substandard or unsatisfactory service. The letter of complaint has for its purpose to inform above-mentioned entities that a specific problem exists and that the writer expects this problem to be resolved with a definite action.

12 The Construction Pattern of Letter of Complaint: First Paragraph: gives a detailed description of the product/service or procedure being complained about. Includes: odate/time /location when and where the good/service was purchased oreference/invoice number; copy of receipt Second paragraph details the inconvenience faulty product/ unsatisfactory service has caused. Includes: oexact dates and time that the good/ service purchased caused inconvenience

13 o additional costs incurred o consequences as a result of faulty goods/ unsatisfactory service Third Paragraph includes: owhat the writer wants to be done a fair and appropriate repair, refund or replacement o suggestion for prompt resolution and handling of the complaint owhat the recipient should do to address the complaint otime allotted for waiting Closing Paragraph includes sender s contact information

14 Letter of Apology

15 A letter of apology is a letter expressing regret or remorse for having caused trouble or inconvenience to a customer and endeavors to bring back the cordial relationship between the company and customer by acknowledging the latter s concern. The purpose of the letter of apology is repair whatever has caused a rift or dissatisfaction on the part of the customer by being sincerely sorry and by making reparations.

16 The Construction Pattern of Letter of Apology: First paragraph: begins with a sincere apology makes clear what the apology is for explain what went wrong Second paragraph: offers a solution to the problem describes how it is going to be done Third paragraph: reiterates apology, reinforcing genuine regret The letter is sent immediately to show that the sender values the relationship with the recipient.

17 Possible causes of customer dissatisfaction: 1. Poor customer service 2. Rude, indifferent uncaring sales personnel 3. Wrong goods delivered 4. Damaged goods 5. Poor quality goods 6. Goods of insufficient quantity 7. Delayed delivery 8. Non-delivery of ordered goods 9. Goods bought have quality issues 10.Price in OR higher than agreed price

18 Letter of Adjustment

19 A letter of adjustment is a letter written in response to a complaint of a customer regarding a product/service or procedure that they had purchased or paid for. The purpose of the letter of adjustment is to make reparation and address the cause of the complaint of the client by giving a refund either full or partially, by doing repairs on the product, by replacement, by giving a voucher, etc.

20 The Construction Pattern of Letter of Adjustment: First paragraph: Be apologetic. Admit immediately that the complaint is justified. Second paragraph: o Give the customer the good news. o State precisely what you will do to correct the problem. o Provide a factual explanation for the inconvenience the customer suffered.

21 o Use positive or neutral tone without being resentful or taking full blame. o Be prompt, courteous and decisive in giving your decision. Third paragraph: o End on a friendly, positive note. o Indicate your desire for a better and mutually advantageous business relationship n the future. Note: In many cases, the letter of adjustment is combined with the letter of apology.

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23 A letter of acknowledgment is a letter that a company writes to an individual or organization to confirm having received an inquiry, a request, an order for goods or payment. The letter of acknowledgment serves a dual purpose: one of receipt (i.e. receiving a package, a notice or payment). It takes on the characteristics of public relations when aside from acknowledging receipt, it also shows gratitude and appreciation for the recipient s patronage, support and loyalty to the company and its products. In effect, it becomes a thank you letter.

24 The Construction Pattern of Letter of Acknowledgment: First paragraph: acknowledges that an order or payment has been received. shows appreciation for the patronage, building good will and trust. Second paragraph notifies the recipient of the expected date of delivery. (for ordered goods)

25 Builds goodwill further by informing the customer that extra charges such as shipping fees will be shouldered by the company. Last paragraph thanks again the customer for his patronage. Contact information of the company or the sender is given. Note: An enclosure of the purchase order goes with the letter with the goods and the price and in some cases a special discount.

26 Let s Review

27 1. Which statement is not true? a) The letter of complaint contains the sender s contact information. b) The letter of acknowledgment contains the sender s contact information. c) The letter of apology contains the sender s contact information. d) The letter of complaint contains the recipient s contact information

28 2. Not to be included in the letter of complaint is: a) detailed description of the product b) price paid for the product c) location of where the product was bought d) amount of the discount asked for 3. The letter of adjustment can be combined with letter of : a) apology b) acknowledgment c) complaint d) none of the above

29 4. A letter of acknowledgment confirms all of these except: a) receiving payment b) pulling out of goods c) delivering a package d) getting a notice 5. A letter written in response to a customer s complaint to address the cause of the complaint is a letter of: a) adjustment c) apology b) response to inquiry d) acknowledgment

30 6. Customer relation letters don t include letter of: a) adjustment c) complaint b) apology d) billing 7. Possible causes of customer s dissatisfaction: a) Erroneous billing of purchased goods b) discriminating sales personnel c) damaged gods d) all of the above

31 8. One of these is not a stakeholder in the business community: a) tourists c) creditors b) suppliers d) financiers 9. Which one is not a purpose of a letter of acknowledgment? a) to show appreciation for the patronage of the client b) to thank a customer c) to confirm payment d) none of the above

32 10.Closing paragraph of a letter of complaint contains: a) offer of a solution to a problem b) sender s contact information c) expression of genuine regret d) friendly, positive note ending

33 If you got a score of 6 or less in the practice exercise, please review the notes on Writing Business Letters before taking the quiz. Please look over the uploaded Powerpoint notes in Quia and check whether there are other facts you need to include in your Cheat Sheet.

34 1. Which statement is not true? a) The letter of complaint contains the sender s contact information. b) The letter of acknowledgment contains the sender s contact information. c) The letter of apology contains the sender s contact information. d) The letter of complaint contains the recipient s contact information

35 2. Not to be included in the letter of complaint is: a) detailed description of the product b) price paid for the product c) location of where the product was bought d) amount of the discount asked for 3. The letter of adjustment can be combined with letter of : a) apology b) acknowledgment c) complaint d) none of the above

36 4. A letter of acknowledgment confirms all of these except: a) receiving payment b) pulling out of goods c) delivering a package d) getting a notice 5. A letter written in response to a customer s complaint to address the cause of the complaint is a letter of: a) adjustment c) apology b) response to inquiry d) acknowledgment

37 6. Customer relation letters don t include letter of: a) adjustment c) complaint b) apology d) billing 7. Possible causes of customer s dissatisfaction: a) Erroneous billing of purchased goods b) discriminating sales personnel c) damaged gods d) all of the above

38 8. One of these is not a stakeholder in the business community: a) tourists c) creditors b) suppliers d) financiers 9. Which one is not a purpose of a letter of acknowledgment? a) to show appreciation for the patronage of the client b) to thank a customer c) to confirm payment d) none of the above

39 10.Closing paragraph of a letter of complaint contains: a) offer of a solution to a problem b) sender s contact information c) expression of genuine regret d) friendly, positive note ending

40 Module 9 Lesson 1: Writing Business Letters Quiz 1. Please proceed to www. Quia.com/web. 2. On the space provided, enter your log in name and your password. 3. Under Quiz, please select Module 9, Lesson 1-B, Quiz Follow the instructions in the quiz. 5. Follow these same steps when you go to succeeding quizzes after every lesson.

41 End of Module 9, Lesson 1-B