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LECTURE NOTES

CHAPTER 9--WRITING ROUTINE, GOOD-NEWS, AND GOODWILL MESSAGES

ORGANIZING POSITIVE MESSAGES
WRITING POSITIVE REPLIES
RESPONDING FAVORABLY TO CLAIMS AND ADJUSTMENT REQUESTS
HANDLING ROUTINE CREDIT REQUESTS
CONVEYING POSITIVE INFORMATION ABOUT PEOPLE
WRITING DIRECTIVES AND INSTRUCTIONS
CONVEYING GOOD NEWS ABOUT PRODUCTS AND OPERATIONS
WRITING GOODWILL MESSAGES
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Last Update: 4/23/01
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