En Biz Email Writing_Fraud Team_081010

2019/7/31InternalUseONLY–BestBuyChina20081BusinessEmailWriting2019/7/31InternalUseONLY–BestBuyChina20082Contents•BusinessEmailWritingIntroduction•Opening•Body•Closing•Abbreviation•Exercises2019/7/31InternalUseONLY–BestBuyChina20083WhatisaGOODEmail?GroupDiscussion(5mins)•Q1–Whichisthebestemail?–Email1–Email2–Email3–Email4•Q2–Standardforagoodemail?*Handouts1CompleteClearConcise2019/7/31InternalUseONLY–BestBuyChina20084WhatisaGOODEmail?6StepstoEffectiveWriting1.Knowyourobjective2.Organizeyourmessagelogically3.Useplainlanguage(KEEPITSHORT)4.Concentrateonyourreader5.Nonon-relevantinformation6.Callforaction2019/7/31InternalUseONLY–BestBuyChina20085BadEmail•FromYourUSAcolleagueYouwillhavetomakesurethatyourvendorisabletoproducetheexactamountwehaverequested.I’llholdyouresponsibletothis!!!!!!!•YourResponse:I’llgetthisdonenow!!!!!!!2019/7/31InternalUseONLY–BestBuyChina20086ThingstoAvoid•BeingPersonal•Beingrude/blunt(onemustsettherighttonetotherecipient)•Accusation•Longwindedemails•CAPSLOCK•Neednotcopyineveryone(especiallythosewhoarenotdirectlyinvolved.)•KeepescalationtoaMIN.Ifyouhaveescalatedandthejobisnotdone,that’swhenyouneedtoPICKUPTHEPHONE.2019/7/31InternalUseONLY–BestBuyChina20087ThingstoAvoidBESPECIFICVagueSpecificASAP/soonBy4:00PMAttacheddoc.PleasereviewtheattachmentwhichexplainsthequantityoftheproductorderedandtheirestimatedshipdatesintoSHA.ContactCall,write,visitTryitYes/No2019/7/31InternalUseONLY–BestBuyChina20088ThingstoAvoidBeTACTFUL(Understandthereader/customer)TactlessTactfulObviously,ifyou’dreadourpurchasepolicycarefully,youwillknowthatwewillnotentertain…I’mgladtoclearuptheseconcernsforyou.Weneedtheseproductstoshipontime,youcannotaffordtocauseanydelaytoourshipments.Wehaveatighttimelinetoensuretheseproductsaredeliveredby___.Willappreciateifyoutakenoteofourtimelinetopreventanydelays.2019/7/31InternalUseONLY–BestBuyChina20089Contents•BusinessEmailWritingIntroduction•Opening•Body•Closing•Abbreviation•Exercises2019/7/31InternalUseONLY–BestBuyChina200810Opening•DearSirorMadam,–(useifyoudon'tknowwhoyouarewritingto)•DearMr.,Mrs.,MissorMs,–(useifyouknowwhoyouarewritingto,andhaveaformalrelationshipwith-VERYIMPORTANTuseMsforwomenunlessaskedtouseMrs.orMiss)•DearFrank,–(useifthepersonisaclosebusinesscontactorfriend)•DearHRDirector,•Towhoitmayconcern,2019/7/31InternalUseONLY–BestBuyChina200811Opening–Announcing–Reminding–MakingConfirmation–RequestingConfirmation•Send•Reply–Thanking–RespondingtoBadNews–ApologizingforaDelay2019/7/31InternalUseONLY–BestBuyChina200812Opening-Send•Announcing–Justtoinformyouof…–Pleasebenotifiedthat…–Thisisjustaquicknotetoletyouknowthat…•Reminding–Justtoremindyouthat…–Pleaserememberto…–Justaquicknotetoremindyouto…•Makingconfirmation–Weherebyconfirmthat…–Icanconfirmwehavereceived…•Requestingconfirmation–Pleaseconfirmreceiptof…–Wouldyoupleaseconfirmthat…2019/7/31InternalUseONLY–BestBuyChina200813Opening-Reply•Thanking–Thankyouforyouremail/message/reply.–Thankyouforyourqueryabout…•RespondingtoBadNews–I’msorrytolearn(fromxxx)that…–Iwassorrytohearabout…•ApologizingforaDelay–Sorryforthedelayingettingback/respondingtoyou,…–Apologiesforthedelay.2019/7/31InternalUseONLY–BestBuyChina200814Contents•BusinessEmailWritingIntroduction•Opening•Body•Closing•Abbreviation•Exercises2019/7/31InternalUseONLY–BestBuyChina200815Body•Structure1–Requestforaction/information–Reason–Background•Structure2–Background–Reason–Requestforaction/information•Structure3–Background–Requestforaction/information–ReasonRequestEmailVOTE!STRUCTURE!2019/7/31InternalUseONLY–BestBuyChina200816BodyExercises(10mins)YouworkforaCEmanufacturingcompany.Testsshowthatoneofyournewproductsisverybadfortheskin.Yourbosswanttostopmanufacturingtheproductandrecallalltheorders.Writeanemailtoyouroverseascustomerexplainingthesituationandaskingthemtoreturntheunitstheyboughtlastmonth.Askthemalsoforthecontactdetailsofanyoftheircustomers.2019/7/31InternalUseONLY–BestBuyChina200817BodyDearXXX,Wehaverecentlybeenconductingtestsonthenewproduct(#XYZ123)andtestshaveshownthattheproductmaybeverybadfortheskin.Aswedonotwanttotakeariskwithourcustomer’ssafetyandhealth,weneedtocarryoutaproductrecall.Forthisreason,doyouthinkyoucouldreturnassoonaspossibleanystockofthisitemyouhaveleftunsold?Iwasalsowonderingifyoucouldletmeknowthenamesandcontactdetailsofanyofyourcustomerswhohaveboughtthisproductwithinthelastsixmonths,sothatIcancontactthemaboutthisoperation.Pleasebeassuredthatallcostsofthisproductrecallwillbemetbyus.Yoururgentcooperationinthismatterisappreciated.Regards,XXX2019/7/31InternalUseONLY–BestBuyChina200818Contents•BusinessEmailWritingIntroduction•Opening•Body•Closing•Abbreviation•Exercises2019/7/31InternalUseONLY–BestBuyChina200819Closing1•EnclosingDocuments–Iamenclosing…–Pleasefindenclosed…–Enclosedyouwillfind…•ReferencetoFuturecontact–Ilookforwardtohearingfromyousoon.–Feelfreetocontactmeatanytime.–Talktoyousoon.2019/7/31InternalUseONLY–BestBuyChina200820Closing2•ClosingRemarks–Thankyouforyourhelp.–Pleasecontactusagainifwecanhelpinanyway.–Haveaniceday!•TheFinishing