Tone in Adjustment Granting Message Key Point for Letter of Adjustment

What is adjustment Letters?

A positive response to a claim is known as an adjustment. So an adjustment letter is usually written in response to a complaint or claim letter. Prompt cheerful adjustments, made by letter, in person, or by telephone, do much to increase customer goodwill. Building or maintain company loyalty is an important as building and maintaining favorable relationship with customers and the general public.

Tone in Adjustment Granting Messages.

One purpose of granting adjustment is to maintain goodwill. Another purpose, even more important, is to resolve legitimate complaints. Even when an adjustment is granted, however, a letter will not build goodwill if it is written in an inconsiderate or grading tone. Even when company’s terms of adjustment are generous, a grading tone can actually increase the customer’s dissatisfaction.

Therefore, consideration and courtesy are exceptionally important when you grant adjustment. Because your reader has been inconvenienced or irritated, he or she is especially sensitive to the tone of your message. You as a company representative must do everything possible to resolve your customer’s faith. If you write a letter that gives vent to your anger, go ahead, then tear that one up and write a letter that will actually help resolve the problem.

Maintain a supportive tone through such phrases as “ thank you for” , “ may we ask” , “ please let us know” and “ we are glad to work with you”

Avoid words and phrases like “ grant” , “ we will allow” ,” we want to keep you satisfied” and “ we are willing to….” Such wording sounds condescending and grudging. The person who receives a favorable adjustment should know that you are happy to make it. You should imply that the adjustment was made merely to satisfy a customer and to avoid controversy.

Favorable Responses to claims and adjustment requests.

Once the complaint is made, respond promptly. Of course, you will want to investigate the problem first, to determine what went wrong and why. Likewise, you will want to determine whether the company, the company, the customer or third party is at fault. Here is some practical advice to follow when your response is favorable, depending on whether the seller, the customers or a third party is at fault.

When the seller is at fault

Respond request for adjustment quickly and carefully in order to regain the customer’s confidence if your company is at fault. If the customer has asked for something specific, such as a refund, exchange, or speedier service grant, or promise immediately. Do not promise that problems will never happen again. Such guarantees are unrealistic and often beyond your control. Instead, explain how the mistake happened. For a pleasant close, express appreciation that the reader took the time to write.

• In addition to these positive steps professional demeanor by avoiding some key negative steps as well.
• 1.       Do not blame anyone in your organization by name.
• 2.       Do not make exaggerated apologies.
• 3.       Do not promise more than you can deliver.

When the customer is at fault:

As a company representative, investigate each claim before you grant an adjustment if the customer is at fault. You can

• a.       Refuse the claim and attempt to justify your refusal, or
• b.      Simply do what the customer asks

If you refuse to hear an adjustment, you may loose the customer as well as many the customer’s friends and colleagues, who will hear only one side of the dispute. When you are not sure what should be done, in general, it is best to give the claimant the benefit of the doubt.

If choose to grant the claim, you can open with the good news: you are replacing the merchandise. 

However, the body needs more attention. Your job is to make the customer realize the merchandise was mistreated, but you want to avoid being condescending ( “perhaps you  failed to read the instructions carefully”) However , if a customer believes you mishandled the complaint, you will make the situation even worse. Dissatisfied customers often take their business elsewhere without notice. Close in a courteous manner that expresses our appreciation for the customer’s business.

When the third party is at Fault.

Sometimes neither your company nor your customer is at fault. If the merchandise was damaged while in transit, the carrier is responsible. If the defect was caused by the manufacturer, you have a claim for replacement from that firm

When a third party is at fault you have three options:

• 1.       Honor the customer’s claim when the standard good news letter and no additional explanation.
• 2.       Honor the claim but explain that you were not at fault; or
• 3.       Take no action on the claim and suggest that your customer file against the firm that caused the defect or damage.

Common business sense tells you that the third option is always a bad choice. Resolving the situation is more important to customers that learning who made the mistake in first place ( The exception is when you are trying to dissociate yourself from any legal responsibility, especially if it has caused a personal injury, in which case you would send a bad news message)

Of the other two options, the first is more attractive. By honoring the claim without explanation, you are maintaining your reputation for fair dealing at no cost to yourself; the carrier of manufacturer that caused the damage in the first place will reimburse.

How to write adjustment Refusal letter detail note for guideline;

Handling customers claim is common task for most business firms. These claims include requests to exchange merchandise, requests for refunds, request that work be corrected, and other requests for adjustment. Most of these claims are approved because they are legitimate. However, some requests adjustments must be denied, and an adjustment refusal message must be sent.

Adjustment refusal is negative messages for the customers. They are necessary when the customer is at fault or when the vendor has done all that can reasonably or legally be expected.

An adjustment refusal message requires your best communication skills because it is bad news to the receiver. You have to refuse the claim and at the same time retain the customer. You may refuse the request for adjustment and when try to sell the customer merchandise and service. All this is happening when the customer is probably angry, or disappointed.

You will want to use the indirect approach effectively for refusing a claim. Your job is a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to the tone of your letter.

When refusing a claim, avoid language that might have negative impact on the reader. Instead, demonstrate that you understand and have considered the complaint carefully. Then, even if the claim is unreasonable, rationally explain why you are refusing the request. Remember, do not apologize. End the letter on a respectful and action oriented.