Notes

Direct Requests for Information and Action

Opening – Open directly with a question or polite command, and follow up with the most important idea
Body – Provide necessary details, if you analyze your requests be sure to organize it neatly
Closing – Ask for specific action and set an end date

Claims

Opening - Clearly describe the required action
Body – Explain the nature of the claim, justify it, and provide details
Closing – Summarize the action and end with a goodwill statement

Replies to Information Requests

Subject Line – Refer to the main idea
Opening – State the most important information first, avoid wordy openings
Body – Organize information logically, and explain it clearly, and promote your products
Closing – End pleasantly with a remark showing you’re willing to help

Adjustment Letters

Subject Line – This is optional, make a general reference to the main topic
Opening – Grant request and if appropriate include a sales promotion
Body – Provide details and try to regain the customer’s confidence
Closing – End positively and show confidence in future business relations

Letters of Recommendation

Opening – Identify the applicant and their position, why you are writing the letter, and your relationship with the applicant
Body – Describe job duties and provide specific examples of the applicant’s skills and attributes
Closing – Summarize significant attributes of the applicant and provide an overall rating

Winning Goodwill Messages

Selfless – Focus the message on the receiver, and don’t talk about yourself
Specific – Mention specific characteristics of the receiver, and verify names and facts
Sincere – Show your real feelings, and rehearse in your mind how you would express the message
Spontaneous – Keep message short and enthusiastic, strive for directness and naturalness
Short – Try to keep the message short, it is most important to remember the individual