Business transactions will from time to time go awry, and the exchange of money, merchandise, or service will not occur as expected.
In such situations, the customer must promptly notify the company of the problem by letter; such a letter is logically called a complaint.
A complaint that calls upon the company to make restitution is called a claim. The company, responding to the claim, will write a letter of adjustment
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What is a complaint ?
When a customer is dissatisfied with goods or services, a complaint letter will inform the company or organization of the problem
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Because a complaint, unlike, a claim, does not necessarily call for action or compensation from the company, it should be answered gracefully . the writer of a complaint is offering help to the offending organization, an opportunity to improve its operations.. the response to a complaint should be concerned and courteous, not defensive. It may offer an explanation and suggest remedies that are being followed. It definitely should extend an apology
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The most common causes for claims are:
1. An incorrect bill, invoice, or statement;
2. A bill for merchandise ordered but never received;
3. Delivery of unordered merchandise;
4. Delivery of incorrect merchandise;
5. Delivery of damaged or defective merchandise;
6. An unusually delayed delivery .
Two other more specialized types of claims are:
1. A request for an adjustment under a guarantee or warranty;
2. A request for restitution under an insurance police.
Why claim is written ?
A claim is written to inform the company of the problem and suggest a fair compensation
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The purpose of a claim is not to express anger, but to get results .
It is important to avoid a hostile or demanding tone. A claim must be calm and polite, but also firm.
How do you write a claim ?
The first part of the claim
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A claim should begin with the facts, first explaining the problem
(such as the condition of the merchandise or the specific error made)
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Then all the necessary details should be recounted in a logical order. These details may include the order and delivery dates, the order or invoice number, the account number, the method of shipment, etc
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A copy of proof of purchase, such as a sales slip or an invoice, should be included whenever possible.
The second part of the claim should emphasize the loss or inconvenience that has been suffered that account should be factual and unemotional, and naturally you should not exaggerate.
Finally, you should state a reasonable adjustment
# This should be worded positively and convey your confidence that the company will be fair .
As you read the sample claims, notice especially how they state all the facts calmly. The writer never loses his or her temper, never makes a threat, and never attempts to place blame. At all timed, the letter is directed toward the solution
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What is a letter adjustment ? a letter of adjustment should emphasize the solution rather than the error and convince the customer that you understand and want to be fair.
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How do you write an adjustment ?
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An adjustment letter should begin with a positive statement, expressing sympathy and understanding.
 it should let the reader now what is being done, and this news.
Good or bad, should be followed by an explanation
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The letter should end with another positive statement, reaffirming the company's good intentions and the value of its products, but never referring to the original problem
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Whether or not your company is at fault, even the most belligerent claim should be answered politely. An adjustment letter should not be negative or suspicious; it must never accuse the customer or grant any adjustment grudgingly
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Remember, your company's image and goodwill are at stake when you respond even to unjustified claims
In adjustments, one of three fair solution is possible:
1.
The requested adjustment is granted.
2.
.A compromise adjustment is proposed.
3.
.Any adjustment is denied.
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