说服性索赔与拒绝函.pptVIP

Chapter 8 Persuasive Claims and Refusals 说服性索赔与拒绝函 Persuasive claims As mentioned in Chapter 7, claim letters are often routine because the basis for the claim is a guarantee or some assurance that an adjustment will be made without need of persuasion. However, when an immediate remedy is doubtful, persuasion is necessary. Unlike routine claim letters, persuasive claims do not begin by asking for an adjustment. Persuasion is much more than simply asking somebody to do something. In formal terms, it’s a process of changing people’s attitude or influencing their actions, either immediately or