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A CLAIM ADJUSTMENT LETTER

What is Claim Adjustment Letter?It is a written response by a representative of a business or agency to a customer's claim letter.

This letter explains how a problem with a product or service may (or may not) be resolved. It should begin with a positive statement, expressing sympathy and understanding.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.

How to Write Claim Adjustment Letters ?

A good adjustment letter cannot onlyprevent our customers from leaving us but also strengthen their loyalty to us. A good andeffective adjustment letter should consist of the following items:

Expression of our apologyExplanation of the problemSolution of the problem: It can be an action or reimbursement.Acknowledgment of receipt of our complaining customer.

Adjustment Letter Format

An adjustment letter can be written in different styles or format. The most important thing we need to pay attention is the body of the letter. Let's see the arrangement of the adjustment letter below:

Letter Head ( Company Address )DateInside Address ( Our customer's name who complains )Attention Line (optional: If you address this letter to a specific person in an organization or company.)Salutation ("Dear Sir/Madam")Reference / Subject Line ( The issue we are going to deal with )

7. Body : Introduction: acknowledgement of receipt of the complaint."We have received your letter about the damaged goods you received."Expression of our apology:"We are extremely sorry about it."Explanation / admitting / own the problem:"We will struggle to send goods in a proper way."Solution:"We will deliver the replacement for the damaged goods today. We also enclosed a free $ 25 voucher that you can use anytime."8. Complimentary Closing (Cordially : )9. Signature Line ( Signature )10. Identification Initials ( Optional )11. Enclosure Reference ( Optional : a voucher)

Here are some suggestions that may help you write either type of adjustment letter:

Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. If you deny the request, don't state the refusal right away unless you can do so tactfully.

Express your concern over the writer's troubles and your appreciation that he has written you.

If you deny the request, explain the reasons why the request cannot be granted in as cordial and non combative manner as possible. If you grant the request, don't sound as if you are doing so in a begrudging way.

If you deny the request, try to offer some partial or substitute compensation or offer some friendly advice (to take the sting out of the denial).

Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.

ADJUSTMENT LETTER: GOOD NEWSBegin by expressing regret over the problem or stating that you are pleased to hear from the customer, or both. Adopt you-attitude; maintain a positive, cheerful tone. Explain the circumstances that caused the problem. State specifically what the adjustment will be. Handle any special problems that may have accompanied the letter; then close.

ADJUSTMENT LETTER: BAD NEWSBegin with a friendly openerestablish common ground; express regret over the situation. Avoid being discourteous, even if the customer has been downright abusive. Explain the reason for the refusal (and at some length, which indicates that you've considered the problem seriously). After the explanation, state the actual refusal (and inoffensively as possible). If possible, offer a partial or substitute adjustment. Close the letter in a friendly way.

Adjustment Letter

Format + Example

Green Tree Freight Co., Inc.Columbus, Ohio 45453(315) 565-6789March 26, 19XX Our OrganizationOur AddressDateLetter HeadAddressReference/Subject LineSalutationMrs. Phoebe F. Hughes Complete Table, Inc. P.O. Box 3132 Austin, TX 78703

Subj.: March 24 letter about damaged freight

Dear Mrs. Hughes,Name of AddresseeIntroductionExpression of our apologyAdmittingSolutionComplimentary ClosingSignature Line

I have just received your March 24 letter about the damaged shipment you received through Green Tree Freight and regret the inconvenience that it has caused you.

From your account of the problem, I am quite sure that your request for the $240 adjustment on the damage to the 2 crates of Valjean Cristal stemware will be granted. A certain amount of breakage of this sort does unavoidably occur in cross-country shipping; I am sorry that it was your company that had to be the one to suffer the delay.

I must remind you to keep the damaged crates in the same condition in which you received them until one of our representatives can inspect them. That inspection should take place within 2 weeks.

If all is in order, as it sounds to be in your letter, you can expect the full reimbursement within 2 weeks after our representative's inspection. I hope this unfortunate accident will not keep you from having merchandise shipped by Green Tree Freight in the future. Identification initialSincerely,

. David F. Morgan, Customer Relations Body

Exercise

Group Assignment(Analyzing the format of letter!)

HOMEWORKIndividual Assignment(Make a claim adjustment letter for an office or an organization! Free, but appropriate to example)

THANK YOU