商务写作精品chapter分析报告.pptVIP

Chapter 5Complaints and Claims Claim letters Routine claims assume that a request will be granted quickly and willingly, so such letters are most effective in the direct order. Persuasive claims Rules for Writing Complaints and Claims Begin directly. Tell what is wrong. Identify the situation (invoice number, product information, etc.) in the text. Describe the story in a clear and organized way. Present enough facts to permit a decision. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. End positively—friendly but fir