Chapter Objectives

1. Apply the three-step writing process to routine positive messages
   
   
2. Illustrate the strategy for writing routine requests
   
   
3. Discuss the differences among four types of routine requests
   
   
4. Explain the main differences in messages granting a claim when the company, the customer, or a third party is at fault
   
   
5. Outline how best to protect yourself when referring to a candidate's shortcoming in a recommendation letter
   
   
6. Clarify the importance of goodwill messages, and describe how to make them effective