routine message
TRANSCRIPT
11
Message Goals
Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
16
Company at Fault• Acknowledge claim or complaint
• Sympathize with the customer
• Take responsibility for the outcome
• Explain your plan of action
• Work to repair the relationship
• Follow up on your response
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Customer at Fault
Refuse Claim
Adjustment Cost
Business Cost
Grant Claim
Deter Mistakes
Keep Customers
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Recommendations
• Candidate’s Name • Position or Objective
• Your Relationship • Facts and Evidence
• Comparative Data • Overall Evaluation
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• Pick Newsworthy Items
• Focus on One Subject
• Stress Important Ideas
• Keep Statements Brief
Effective News Releases
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• Minimize Verbal Clutter
• Focus on Specifics
• Exercise Restraint
• Use Industry Standards
Effective News Releases