Chapter 20

Claims and Adjustments

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The Claim letter is written to get correction and adjustment. The spirit of

co-operation is useful in pointing out errors. Keep in mind the Cs of good letter writing; state the problem correctly and

clearly, and without exaggeration.

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Be factual, concise and exact in describing the problem. Courtesy, resisting the temptations to accuse the seller of carelessness, negligence,

inefficiency and indifference to customers, firmness, emphasis, and insistence on your

rights without discourtesy, passive voice to talk of errors, choice of words tactfully are very

important in claim letters

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1. Arrival of damaged goods2. Goods arrived not as per the order3. Gods not as per the specification given4. Quantity different from the order placed5. Delivery of goods at wrong place

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6. Delayed delivery7. Work undertaken is unsatisfactory8. Defective or malfunctioning of the product9. Discourtesy from staff or shop or office10.Mistakes in a bill, or reminders for payments

after the payment already made.

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You have power to get adjustments and

compensation. Consumer Protection Act, 1986 has made it possible for small consumers

to get compensation

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The letter should include the Reference to the order, its date, number; clear

description of the mistake, inconvenience or loss caused, the action to be taken by the supplier to lessen the inconvenience; request for adjustment

or investigation

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Attention and response to customers’complaints is an important part of customer service. The success of a business depends

on the satisfaction of the customers. It is important for the company to know whether

the customers are satisfied with its goods/services or not

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Customer is the King; the letter must reflect the seller’s respect for the customer’s feelings and

needs. The adjustment letter must express regret for the inconvenience caused; explain why things went wrong, and what is being done speedily to put them right. You must be able to locate the

error, control and then forgive the error. Be helpful and sympathetic.

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Use “You” attitude to get a favorable emotional response form the customers and remember that

loss of money is different from inconvenience suffered

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•Don’t say “your complaint”, “yourclaim” etc.

•Don’t express surprise on learning of the customer’s dissatisfaction

•Don’t pass on the blame to someoneelse

•Don’t repeat any ugly details of a fault

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•Don’t give any details of any confusionwhich might have lead to unsatisfactorywork

•Don’t sound unwillingly or patronizingwhen granting an adjustment

•Don’t try to explain a refusal•Don’t make a promise that a fault will

never occur again

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Granting adjustment, Refusing adjustment, Offering a compromise, Apologizing for error when the damage cannot be right, Offering

to make adjustment on the assumption that the customer is dissatisfied, Stop-gap letter informing customer that the investigation

being made

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An adjustment is granted when there is a fault in the execution of

the order or the goods are defective or damaged.

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•Express regret and sympathy for the customer’s inconvenience

•State the adjustment being made and what is being doneto reduce the inconvenience

•Briefly explain the error and the stops taken to control it•Show appreciation of customer’s co-operation in

maintaining standards

The following points should be noted:

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Take a positive attitude even when you are refusing something. Refusing and

adjustment means convincing the customer. You must willingly agree to render the service but explain why the

customer will have to pay for it.

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•Express regret for the customer’s inconvenience•State what the investigation shows as cause of

the trouble•Politely explain that the customer must have the

cost of repair or replacement•Offer to repair and reassure the customer that

this trouble will be removed

The points to be noted are:

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A compromise is offered when there is difference of opinion about the standard

of service or quality of goods, or when the cause of the complaints was outside

the control of either party, and not covered by insurance. It is done in order to maintain good relations and to avoid

litigation.

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•Express regret that the customer has been inconvenienced

•Explain the cause of the grievance andstate the adjustment being offered

•Make effort to get the customer’sagreement

The points to be noted are:

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Writing a letter of apology needs tact, sincerity and

humility.

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•Express regret for the Customer’s inconvenience and thank him for pointingout the error

•Assure the customer that every care willbe taken to prevent such errors

•Request the customer to give the companyanother chance.

Points to be noted are:

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It is done to try to regain a lost buyer. You can also make an offer to adjust any complaint as a part of the strategy to collect overdue

payments.

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• Express regret that the customer’s orders have been missed for a period of time

• Ask for the reason for not buying• Offer to make satisfactory adjustment if thereis any grievance

• Persuade the customer to respond.

The points to be noted are:

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It is essential to take immediate steps to reduce the customer’s

inconvenience, and to write tot the customer at once, informing him about

it.

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• Express regret• Explain that the error is probably caused by a

third party and is looked into• Advice the customer if he has to take any action

and what he should do with the damagedconsignment.

The points to be noted are: