Elements

Comments

Content and Organization (60 points)

Claim Letter

• Identifies product or service
• Proposes an adjustment
• Concludes courteously.
• Written in a polite and reasonable tone
• Includes all the necessary information for the recipient to make the desired response.

"Good News" Adjustment Letter

• Expresses regret about the situation
• State the adjustment
• Ends on a positive note.

"Bad News" Adjustment Letter

• Meets the customer on neutral ground
• Explains why your company is not at fault
• States that the request is denied for the reasons you have mentioned
• Tries to create good will by ending on a positive note

Points:

Comments:

Design (10 points)

• Business letter in full block style.

Points:

Comments:

Writing (10 points)

• Clear and concise style of writing
• Vocabulary based on idiomatic American English appropriate for the intended audience

Points:

Comments:

Correctness (10 points)

• Only minor errors (an occasional spelling error or an error in grammar) that do not detract from the purpose of the writing

Points:

Comments:

Documentation (10 points)

• Documentation may include information in the text of the letter regarding previous correspondence or customer files. It may include any attachments to the letter.

Points:

Comments: