ORDER REFUSAL SAYING TO A REQUEST FOR ’NO’ CREDIT An order refusal declines a request A credit refusal rejects a request for credit 3. REFUSING AN ADJUSTMENT 4. DECLINING INVITATIONS AND REQUESTS FOR FAVOUR An adjustment refusal is a request to An invitation or request refusal change, replace or adjust a transaction that has already taken place LETTER WRITING STRATEGIES Bad News Letters: – Order refusal Start with an acknowledgment of the order Give an explanation with reasons that lead to the refusal State the refusal Close with a positive, courteous paragraph which expresses interest in a continuing relationship with the customer in the future. SAYING TO A REQUEST FOR CREDIT ’NO’ Start with a neutral opening or buffer paragraph Give an explanation of the factors considered in the decision State the refusal clearly and courteously Close with a positive, courteous paragraph which invites the receiver to contact your organisation in the future. REFUSING AN ADJUSTMENT Start with a buffer paragraph which acknowledges the request for the adjustment Give a positive explanation of the reasons for the decision State the refusal courteously with positive language in an attempt to maintain the customer’s goodwill. DECLINING INVITATIONS AND REQUESTS FOR FAVOUR Start with a neutral buffer, preferably an appreciation of the invitation or request Give an explanation and reasons State the refusal clearly, courteously and tactfully Close with a positive paragraph which expresses interest in the other person or organisation.
ORDER REFUSAL SAYING ’NO’ TO A REQUEST FOR CREDIT An order refusal declines a request A credit refusal rejects a request for credit 3. REFUSING AN ADJUSTMENT 4. DECLINING INVITATIONS AND REQUESTS FOR FAVOUR An adjustment refusal is a request to change, replace or adjust a transaction that has already taken place An invitation or request refusal LETTER WRITING STRATEGIES – Bad News Letters: Order refusal Start with an acknowledgment of the order Give an explanation with reasons that lead to the refusal State the refusal Close with a positive, courteous paragraph which expresses interest in a continuing relationship with the customer in the future. SAYING ’NO’ TO A REQUEST FOR CREDIT Start with a neutral opening or buffer paragraph Give an explanation of the factors considered in the decision State the refusal clearly and courteously Close with a positive, courteous paragraph which invites the receiver to contact your organisation in the future. REFUSING AN ADJUSTMENT Start with a buffer paragraph which acknowledges the request for the adjustment Give a positive explanation of the reasons for the decision State the refusal courteously with positive language in an attempt to maintain the customer’s goodwill. DECLINING INVITATIONS AND REQUESTS FOR FAVOUR Start with a neutral buffer, preferably an appreciation of the invitation or request Give an explanation and reasons State the refusal clearly, courteously and tactfully Close with a positive paragraph which expresses interest in the other person or organisation.