camplaint and adjestment letter.pptx

7/25/2019 camplaint and adjestment letter.pptx

1/38

OBJECTIVES

After reading this lesson you will be ableto-

Write letter of complaints. Draft replies against complaints.

Know the guidelines of draftingcomplaints.

Draft follow-up letters.

Complaint and AdjustmentLetter


2/38

Customer elations Letters

Purpose: establish and maintain goodrelationships with the customers

!e diplomatic

!e persuasi"eWrite from and understand the reader#s

perspecti"e

$here are se"eral types%


3/38

Claim Letters& A $ype of Customerelations Letter

Purpose: Express a complaint and reuestspeci!c action 'must ha"e both(

Choose a direct or indirect approachDirect is best for routine claim letters& claim is bac)ed by

guarantee* warrantee* contract* reputation* or more+ndirect is best for arguable claim letters& when the claim

is debatable or unusual

,se a professional* rational* if possible positi"e*tone* and not a hostile* negati"e* andoremotional tone

Clearly describe product or ser"ice with necessarydetails

/plain the problem with details0ropose a fair* precise* and appropriate

re1uestadjustment0resent an e/plicit deadline


4/38

$here may be "arious causes for complaints*some of which are listed below&

goods found damaged2 supply of substandard 1uality or defecti"egoods2 order carelessly ful3lled2

inordinate delay in supplying goods2 and wrong in"oicing.

$he sellersupplier has to deal with thesecomplaints "ery wiselyand politely. 4e has to )eep the customerhappy* ha"ing faith in thephilosophy that the customer is always right.!ut simultaneously he has also to ta)e care thatno unscrupulous customer ta)es undue

ad"antage of his sincerity.


5/38

Writing a letter of complaint is also one artto be carefully learnt. 5obody li)es to bedirectly told that he is wrong or that he has

made a mista)e.

As the style of complaining di6ers from

culture to culture* it is important for us toreali7e that a cool direct criticism may beinterpreted by some people* especially in

the west* as aggressi"e or e"en insulting.

+n some cultures* a direct complaint may

e"en irritate the recei"er of the letter.

"#ITI$% & 'ETTE# O(CO)P'&I$T


6/38

/amples$he order has not

yet arri"ed at ourwarehouse e"enthrough we recei"ed

ad"ice of shippingfrom you a wee)ago. Would youplease loo) into this

matter. We can onlyassume that thisshipping was sent inerror ..........

We are sorry for this mista)e. 8ur

dispatch manager disco"ered at thelast moment that your order was

incomplete and he delayed theshipment ............

,nfortunately* the shipping

ad"ice had already been posted

and we failed to inform you of the

delay. + am pleased to inform you

that the goods ha"e now beenpac)ed and dispatched today.........


7/38

9rom your price listwe 3nd that a singlefour blade ceiling fancosts s. :; fans.

"e wish to apologies *or our

mista+e in o,ercharging -ou *or

the *ans. I ha,e loo+ed into the

matter and disco,ered that -ou

were charged at the /eluxe )odelrate b- mista+e. I ha,e re*unded

the sum o* #s. 012 to -our

master card account and

enclosed the re*und slip.

In ,iew o* our error ma- I o3er

-ou a special discount o* #s. 42

on our /eluxe )odel and loo+

*orward to a *urther order.........5


8/38

8ur order was for ; items. Bour order was short

by........ further........bo/es are*on theirway to you now.


9/38

%6I/E'I$ES (O# /#&(TI$%CO)P'&I$TS 'ETTE#S

A letter of complaint is as we can see from the e/pressionsgi"en abo"e* an indirect approach letter. A customer hase"ery right to complain* but he should not be rude. We are*therefore* well ad"ised to follow the following hints whilewriting a complaint&

:. +t should be made to the person who is directlyresponsible

for sorting out the buyer#s problem.

@. +t should be made immediately after disco"ering the

mista)e.$he wrongs cannot be easily righted if thecomplaints are delayed. $he delayed complaint onlywea)ens the position of the buyer but also puts the supplierin an aw)ward position because it becomes more dicult for

him to 3nd out why and how the mista)e was committed.


10/38

. +t should begin with the e/pression of regret o"erthe need toma)e complaint.E. +t should be fair* courteous* temperate and polite.+t shouldnot e/press anger* threatens and lac) of patience.

$he letter

writer should try to a"oid rudeness because it willhurt thefeelings of the supplier from whom he has to e/pecthelp*

adjustment and compensation.. $he statement of the mista)e must be clear*speci3c* factualand 3rm.?. $he date of the order* the date and time of


11/38

=. 4e has to e/plain the nature and e/tent ofincon"enience or damage caused by themista)e.F. 4e has to ma)e a polite in1uiry about whatthe supplier proposes to do about thecomplaint.:;. 4e has to ma)e 3rm re1uest to the supplier

to attend the matter promptly.::. 4e should gi"e concrete suggestions to thesupplier as to how he should put the matterright.

:@. $he buyer should ac)nowledge his ownmista)e if his complaint is pro"ed to beunjusti3ed.


12/38

VIJ&7 C'OT8 STO#ES>:* tation oad*

4ubli-:@Date& 8ct. ?* @;;>

$he ales Ganager*

Gayur $rading Co.*!ac)bay +ndustrial state*!ombay-


13/38

S6)IT E'ECT#O$ICS!hausinghji oad*

Kolhapur-:;Date&


14/38

S. S. T#&/E#S:@* hi"aji Gar)et

0une-:;Date& @=th 8ct.* @;;?

Gs Ganilal Gehta and ons*

:;@* hahu oad*Jandhinglaj*Kolhapur-;*;;; by setting

aside just s.: a day.'b( We o6er absolutely free with

e"ery copy of our new dictionary a

calendar and a copy of NuotableNuotes.

'c( Jood friends are rare indeed

d d b ) ! t h

Documents

camplaint and adjestment letter.pptx