内容神州大地15.ppt

Chapter 7;Opening Obtain the reader’s attention and interest. Body Explain logically and concisely the purpose of your request. Reduce resistance with counterarguments; establish credibility.;Writing Plan for a Persuasive Request;Persuasive Request Four-Paragraph Letter;Begin with a compliment, point of agreement, statement of the problem, or brief review of action you have taken to resolve the problem. Provide identifying data. Explain why the receiver is responsible.;Enclose document copies supporting your claim. Appeal to the receivers fairness, ethical and legal responsibilities, and desire for customer satisfaction. Describe your feelings and your disappointment.;Tips for Complaints; Mr. John M. Watson Retail Credit Department Union National Bank P. O. Box 2051 Little Rock, AR 72203 Dear Mr. Watson: You have charged my wifes Visa account with erroneous over-the-limit charges that are quite unfair, and I am very upset about it. ; How can we be charged with over-the-limit charges when nearly every one of the charges was approved? We dont keep a running record of our Visa account and all our credit purchases on it, so we did not know that we were close to the limit. Between August 7 and September 27 we made 12 purchases. We were charged a $10 fee for each of these 12 transactions because we exceeded our credit limit. However, 10 of these transactions were phoned in for approval, and ALL WERE APPROVED! Why were they approved if we were over our credit limit? Obviously, we would not have continued to make purchases if we had known we were over our limit. ; It seems to me that your approval system is at fault here. And why arent new cardholders informed of your rules? The charges we made exceeding the limit were clearly unintentional. Furthermore, our actions were made on the basis of misinformation and errors on the part of your credit processors. Angrily yours, ;Discussion: 1. Does the opening obtain the readers attention in a positive manner? 2. Why does the w