Claims

Concepts• A claim is a request for an adjustment• When business communicators ask for something to which they

think they are entitled, the message is called a claim message.• Request for adjustments can be divided into two groups: routine

claims and persuasive claims.• Persuasive claims assume that a request will be granted only

after explanations and persuasive arguments have been presented.

• Routine claims (because of guarantees, warranties or contractual conditions) assume that a request will be granted quickly and willingly.

• Well run businesses want their customers to communicate when merchandise or service is not satisfactory.

• Want to know how to improve.• By responding fairly to legitimate requests in adjustment

messages ,can have positive reputation and retain customers.

Concepts• When a immediate remedy for a claim is doubtful,

persuasion is necessary.• Since any reasonable claim is adjusted to satisfaction,

expressing negative emotions or displeasure is unnecessary.• Could alienate the adjuster whose cooperation is necessary.• Companies should welcome claims:- Complainers are more likely to continue to do business with

a company than those who do not complain- Business who know how to resolve claims effectively will

retain 95% of the complainers as customers.• Only a few % of complaints are from unethical individuals• Saying ‘no’ is more difficult to write.• Unlike routine claim messages, persuasive claims do not

start by asking for an adjustment.