Complaints, Claims
and AdjustmentsBusiness Writing
Leticia Esteves Reyes
What to write when the exchange
of money, merchandise, or service
does not occur as expected?
Costumers notify dissatisfaction
by complaint letters.
(F. 14-1)
A complaint that calls upon the
company to make restitutions is
called a claim.
(F. 14-3)
The company, responding for the
claim, will write a letter of
adjustment.
(F. 14-1)
Complaints
Complaint letters should:
1. present the facts
2. express costumer’s dissatisfaction
Since a complaint does not necessarily call
for action or compensation from the
company, it should be answered gracefully.
(F. 14-2)
Complaint Answers
The writer of a complaint is offering
help to the offending organization,
an opportunity to improve its
operations. Therefore…
…the response to a complaint
should be concerned and
courteous, not defensive.
Complaint responses may offer an explanation
and suggest remedies that are being followed.
A complaint response should definitely extend
an apology.
Claims
Most common causes for
claims.
1. an incorrect bill, invoice, or statement (F. 14-3);
2. a bill for merchandise ordered but not received;
3. delivery of unordered merchandise;
4. delivery of incorrect merchandise;
5. delivery of damaged or defective merchandise;
6. unusually delayed delivery.
Two more types of claims
are:
1. a request for an adjustment under a warranty;
2. a request for restitution under an insurance policy.
A claim is written to inform the
company of the problem and
suggest/request a fair
compensation.
No matter how infuriating the nature of the
problem nor how great the inconvenience,
the objective of the claim IS NOT to
express anger, BUT to get results.
Avoid hostile or demanding tone.
A claim must be calm and polite,
but firm.
A claim should begin with the facts,
first explaining the problem
followed by the necessary details
recounted in a logical order.
• the order and delivery dates,
• the order or invoice number,
• the account number,
• the method of shipment.
• a copy of proof of purchase (sales slip, invoice)
Note:
Details of a claim may
include:
ALWAYS retain the original
“You are more likely to receive a
favorable response from an
adjuster who understands your
problem thoroughly.”
• emphasize the loss or inconvenience
• be factual, not emotional
• do not exaggerate
• state a reasonable adjustment
• word your complain positively
• convey confidence that the company will be fair
In case of claims:
Adjustments
Adjustments
A letter that restores the customer’s goodwill and confidence in the company.
A reply to a claim must:
• be sent promptly
• emphasize the solution rather than the error
• convince the customer you understand and want
to be fair.
Answer politely.
Begin adjustment letters with a positive statement
Express sympathy and understanding.
Let the reader know what is being done
Follow this news, good or bad, by an explanation.
End with a positive statement
Reaffirm the company’s good intentions and the value of
its products.
Do not refer to the original problem.
To do…
Adjustment letters should never be
negative or suspicious.
Never accuse the customer.
Not to do…
When the facts of a claim have been
confirmed, three (3) fair solutions are
possible:
1. The request adjustment is granted.
2. A compromise adjustment is proposed.
3. Adjustment is denied.
“Responsibility for the problem, reliability of the
customer, and the nature of the business relationship
are all considered to determine a fair adjustment.”
But the ultimate settlement must always be within the
bounds of company policy.
Granting an adjustment
This letter should be cheerful, freely admitting errors
and willingly offering the adjustment.
• express appreciation for the information provided in the claim
• include:
• an explanation of what went wrong
• an indication that similar errors won’t happen again
• resell the company by suggesting future business.
Offering a Compromise Adjustment
This letter will be written when neither the customer
nor the company is entirely at fault.
• express an attitude of pleasant cooperation
• base adjustment letter on facts
• offer a reason for refusing the request adjustment
• immediately make a counteroffer
• leave the decision to accept the adjustment to the customer
• suggest a course of action
Refusing an adjustment
This letter, like most refusals, is more difficult to write.
• try to rebuild your customer’s goodwill
• write firmly, not graciously
• convince the customer of the company’s fairness and responsibility.
Time to write…
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