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…