Letters of Claims and Adujstments

8/8/2019 Letters of Claims and Adujstments

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Lettersof

Claims and Adjustments

By Sujata Sinha

SSTINC Lucknow


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ApproachThis approach to complaints letter-writingis effective for private consumers and forbusiness-to-business customers who seekpositive outcomes from writing letters of complaint. The principles apply tocomplaints emails and phone calls too,although letters remain generally the mostreliable and effective way to complain,especially for serious complaints.


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Effe ctiv e complaints lettersE ffective complaints letters (and any otherway of complaining) should be:conciseauthoritativefactualconstructive

friendly


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In the shoes of oth ers..Imagine you are the person receivingcustomers' letters of complaints. Thishelps you realise that the person reading

your letter is a real human being withfeelings, trying to do their job to the bestof their abilities. Your letter shouldencourage them to respond positively andhelpfully to the complaint. No matter howmad you feel, aggression andconfrontation does not encourage a helpfulreaction to complaints.


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Good Complaint lettersG ood complaints letters with the above features tend to producebetter outcomes:C oncise letters can be understood quickly.A uthoritative letters - letters that are well written andprofessionally presented - have more credibility and are takenmore seriously.F actual letters enable the reader to see immediately the relevantdetails, dates, requirements, etc., and to justify action to resolvethe complaint.C onstructive letters - with positive statements, suggestingpositive actions - encourage action and quicker decisions.F riendly letters - with a considerate, cooperative andcomplimentary tone - are prioritised because the reader respondspositively to the writer and wants to help.These complaints methods are based on cooperation,relationships, constructive problem-solving, and are thereforetransferable to phone and face-to-face complaints.


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Good Complaint lettersW e all receive too many communications thesedays, especially letters. People in complaintsdepartments receive more letters than most, andcannot read every letter fully. The only letters

that are read fully are the most concise, clear,compact letters. Letters that ramble or are vaguewill not be read properly. So it's simple - to beacted upon, first your letter must be read. To beread your letter must be concise. A concise letterof complaint must make its main point in less

than five seconds. The complaint letter maysubsequently take a few more seconds to explainthe situation, but first the main point must beunderstood in a few seconds.


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Structur eStructuring the letter is important. Thinkin terms of the acronym AIDA - Attention,Interest, Desire, Action. This is thefundamental process of persuasion. It'sbeen used by the selling profession forfifty years or more. It applies to letters of complaints too, which after all, are lettersof persuasion. The complaint letterattempts to persuade the reader to takeaction.


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Structur eStructure your letter so that you include aheading - which identifies the issue andname of product, service, person, location,with code or reference number if applicable.Then state the simple facts, with relevantdates and details.Next state what you'd like to happen - apositive request for the reader to react to.


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ToneAccentuate the positive wherever possible. Thismeans presenting things in a positive light.Be different by being positive and constructive.

State the facts and then suggest what needs tobe done to resolve matters.If the situation is complex, suggest that you'll be

as flexible as you can in helping to arrive at a

positive outcome. Say that you'd like to find away forward, rather than terminate therelationship.Dont be too critical


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Obj ectiv e view Take an objective view - it's happened, forwhatever reason; it can't be undone, nowlet's find out how it can best be resolved.Try to take a cooperative, understanding,objective tone. Not confrontational;instead you and them both looking at theproblem from the same side.


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P hrasesIf you use phrases like "I realise that mistakes happen...";"I'm not blaming anyone....";

"I'm sure this is a rare problem...",Your letter (or phone call) will be seen as

friendly, non-threatening, and non-confrontational. This relaxes the person atthe other end, and makes them moreinclined to help you, because you areobviously friendly and reasonable.


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Complaints letter template

Name and address (eg., for the customer services department, or C EO )DateDear Sir or Madam (or name)S ub: with relevant reference numbers( O ptional, especially if writing to a named person) ask for the person's help, eg "I'dreally appreciate your help with this."State facts of situation, including dates, names, reference numbers, but keep thisvery concise and brief (append details, history, photocopies if applicable, for exampleif the situation is very complex and has a long history).

State your suggested solution. If the situation and solution is complex, state also thatyou'll be as flexible as you can to come to an agreed way forward.( O ptional, and normally worth including) state some positive things about yournormal experience with the organization concerned, for example: that you've no wishto go elsewhere and hope that a solution can be found; compliment any of theirpeople who have given good service; compliment their products and say thatnormally you are very happy with things.State that you look forward to hearing from them soon and that you appreciate theirhelp.

Yours faithfully (if not sent to a named person) or sincerely (if sent to a namedperson)Your signatureYour printed name (and title/position if applicable)c.c. (plus names and organizations, if copying the letter to anyone)enc. (if enclosing something, such as packaging or attachments)


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Claim and Complaint Letter

Damaged

ShipmentApril 23, 2001

RO -ALs Accessories and MerchandiseNaval BuildingMumbaiDear Sir:I regret to inform you that the shipment of cologne and lipstickwhich you shipped on April 21 arrived this morning in adamaged condition.Upon opening the box, which showed no signs of damage fromthe outside, I found that eight bottles were broken, and thatthe contents had damages the lipstick so that I cannot sell it.As I must have these goods without fail for my Friday trade,please give my order your immediate action.Sincerely,Ambrish Kumar


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Adjustment Letter Golf BallsApril 25, 2005Mr. Ashish RaiMumbai

Dear Mr. RaiW e are sorry that we sent you the wrong brand of golf ball on your order of April 23.E vidently our shipping clerk confused your shipment with another, for you have beencharged with the brand you desired.The six dozen McMurdy golf balls which you ordered were sent to you last evening,express prepaid and they should reach your store in time to your Saturdays trade. If you wish to return the Tru-flite shipment, we will gladly credit your account.The Tru-flite, however, has been one of our leading sellers and is quite popular in allLuzon. It is a domestic ball that has many of the qualities of the higher-priced foreignmakes. It also sells for fifty dollars less, and its price has, no doubt, aided in making itquite popular with the golf players.Many professionals prefer it, and we believe that you will experience no difficulty indisposing of the entire lot.W e wish that you would give the Tru-flite a trial, for the golf season is stil l young, andyour sales for last year indicate that you will be placing many more orders for golf ballsbefore the season is over.If you care to give these balls a chance to prove themselves, we shall be glad t give youa forward dating of thirty days.

Sincerely yours,Rakesh MehraSales Manager


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Letters of Claims and Adujstments