Business Letters

BUSINESS LETTERS
COMPLAINTS, CLAIMS, ADJUSTMENTS

COMPLAINTS,CLAIMS, ADJUSTMENTS
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.
COMPLAINT
When a customer is dissatisfied with goods or services, a
complaint letter will inform the company or organization
of the problem. Such a letter should both present the
facts and express the customer's dissatisfaction. Because
a complaint, unlike a claim, does not necessarily call for
action or compensation from the company, it should be
answered gracefully. Indeed, 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. It may offer an explanation
and suggest remedies that are being followed. It
definitely should extend an apology.
COMPLAINT
CLAIMS
Countless aspects of business dealings can

break down, but the most common causes for
claims are: 1. an incorrect bill, invoice, or
statement (Figure 14-3); 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 (Figure 14-4); 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 policy
14-2
A claim is written to inform the company of the problem and suggest a fair compensation.
No matter how infuriating the nature of the problem nor how great the inconvenience, the
purpose of a claim is NOT to express anger, but to get results. Therefore, it is important to
avoid a hostile or demanding tone. A claim must be calm and polite, but firm. A claim
should begin with the facts, first explaining the problem (such as the condition of the
merchandise or the specific error made). 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, and so on. A copy of proof
of purchase, such as a sales slip or an invoice, should be included whenever possible.
(Always, of course, retain the original.)
Remember: You are more likely to receive a favorable response from an adjuster who
understands your problem thoroughly
The second part of the claim should emphasize the loss or inconvenience that has been
suffered. Again, the 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 times,
the letter is directed toward the solution.
ADJUSTMENTS
Claims should be answered promptly with a letter that will restore the customer's goodwill and
confidence in the company. Like a claim, a letter of adjustment should emphasize the solution
rather than the error and convince the customer that you understand and want to be fair. An
adjustment letter should begin with a positive statement, expressing sympathy and
understanding. Near the start, it should let the reader know what is being done, and this news,
good or bad, should be followed by an explanation. 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. 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. Remember,
your company's image and goodwill are at stake when you respond even to unjustified claims.
Letter of
Adjustment1
Granting an Adjustment
This letter should be cheerful, freely
admitting errors and willingly offering
the adjustment. It should express
appreciation for the information
provided in the claim. The letter may
include an explanation of what went
wrong; it should include an
indication that similar errors will be
unlikely in the future. Finally, it should
resell the company, perhaps by
suggesting future business (see Figure
14-5).
When the facts of a claim have been confirmed, one of three fair solutions is
possible: 1. The requested adjustment is granted. 2. A compromise adjustment is
proposed. 3. Any adjustment is denied. Responsibility for the problem, reliability of
the customer, and the nature of the business relationship are all considered in
determining a fair adjustment. But the ultimate settlement must always be within
the bounds of company policy.
LETTER OF
ADJUSTMENTS:
OFFERING A
COMPROMISE
ADJUSTMENT
This letter will be written when neither the
company nor the customer is entirely at
fault. It must express an attitude of
pleasant cooperation. It should be based
on facts and offer a reason for refusing
the requested adjustment. As in Figure 14-
6, it should immediately make a
counteroffer that meets the customer
halfway. Of course, it should leave the
decision to accept the adjustment to the
customer and suggest a course of action.
REFUSING AN ADJUSTMENT
Like all refusals, this adjustment letter is most difficult to write, for
you must try nevertheless to rebuild your customer's goodwill. It
must say no graciously but firmly while convincing the customer
of the company's fairness and responsibility. A letter refusing an
adjustment should begin by expressing the customer's point of
view (see Figure 14-7). It should demonstrate your sympathy
and desire to be fair. It should emphasize the careful
consideration the claim received. When saying no, it is often
tactful, moreover, to present the explanation before the
decision and to include an appeal to the customer's sense of
fair play. Also, an effective conclusion might suggest an
alternative course of action the customer could take.

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COMPLAINTS, CLAIMS, ADJUSTMENTS

Business transactions will from time to time go

Countless aspects of business dealings can

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