It is necessary to develop a right
attitude for writing a credit refusal letter because in grievance bad decision may be taken
which will be a matter of condemn for the future secondly if we don’t adopt
right attitude we may loose our customer, and dignity in the market. The
following points should be kept in mind
- Be courteous
- Be positive
- Avoid negative
- Show Co- operation
- Be polite
- Put yourself in the reader shoes
- Avoid using company rules and polices
- Customer want the right thing
- You have every right to expend high quality goods
Credit Refusal Letter (Bad news messages)
It
is worthwhile to know that a bad news (credit refusal letter) can represented in both direct and
indirect both will be bad news, it depend upon the situation where we should
use the direct and where indirect plan.
1. Direct approach
This plan is adopted when we know the
receiver, the customer, employees etc we represent the bad news (credit refusal letter) in a direct
format, we adopt this format because of the rude ,and irresponsible behavior of
them. we know that nothing positive can be done .in a direct approach we write
the bad news (credit refusal letter) without a buffer statement. We just write few sentences for
example we want to fire an individual because of his irresponsible, and bad
behavior.
“Dear Mr.Haroon your services are no
more required thanks”
“Dear Customer, We cannot fulfill your
order we are sorry for this. thanks” we adopt direct bad news (credit refusal letter) behavior in very
rare cases.”
2. Indirect approach
The indirect approach is adopted when
we can not entertain our customer for one or other reasons, but we feel sorry
for that, but we have some limitations due to which we refuse, reject. We try
to write in such a manner that the receiver should not feel bad but understand
our problem, and we can generate the element of sympathy for us. For this
purpose the following format is used
- Buffer statement
- Main idea
- Explanation
- Friendly closing
3. Credit refusal letter (Bad news plan)
1. Buffer statement
Buffer statement means giving reader
interested information, that reader should continue reading, it should be one
or more of the following
Agreement
We should show agreement that we are
agree with you in your problem.
Assurance
We assure that we are doing some better
for him we are working in his favor.
Complement
We remind him
past relationship, in which we have done something better for him
Neutral courtesy
In bad news (credit refusal letter)
we should neutral courtesy that he should not feel it, instead of saying
increase and decrease we should say there is a “Change”
Good news
If there are
two parts of the bad news (credit refusal letter) one good and other bad, we will state the good news
in the buffer statement and the bad in the explanation
Appreciation
We
appreciate him for his writing to us. It adds with our efficiency.
Co-operation
Show your co-operation what you can do
in his favor today and in the future.
Understanding
Show Understanding that you understood
his problem, you are not unaware.
2. Explanation and Analysis:
After buffer statement carefully in
detail explain the situation use the following
Try to convince the reader
Give convincing reasons; use some
tactful facts to convince him, provide supportive information why you are doing
so.
Explain Courtesy
You tone should be positive avoid using
negative words which can harm the company’s good well.
Show the best interest of the receiver.
Give him such information that he
should believe that this time doing so is not in his favor he should delay his
decision.
4. Decision:
- Refuse positively: If you are refusing refuse it positively.
- Clarity in decision: The decision should be clearly understandable as YES and NO. it should not be misleading.
- Tell them positively what can be done and what can not.
- Re-sell if possible
If possible try to resell your products
and services, show future cooperation and help and sorry for this time.
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