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Notes on Claim/Complain Letters |
1. When things go wrong, promised merchandise are late, warranties are frustrating and services disappoint the customers, the customer is in a position to write a claim.
2. Claim letters can establish a record of what went wrong.
3. All the claim letters must be dealt in the direct strategy.
4. The claim letters always open with the statement of the problem but they can also mention a replacement, a refund, a new order, cancellation of an order, free repairs, free inspection or correction of a billing error.
5. Claim letters use directness for two good reasons:
a.
Claim/complaint department personnel of
companies are there to listen to customer issues and provide solutions to them.
Therefore, hearing bad news directly in the opening is what they want.
b.
Directness gives strength to the customer, and
strength in a claim letter enhances the possibilities of success.
6.
Claim letters are bad news letters not for the
customers but for companies.
7.
In a claim letter, a writer should identify the
problem in the subject line or in the first paragraph.
8.
After complying the claim, the writer has two
options:
a.
Replacement of the merchandise, or
b.
Refund of the purchase price.
9.
The writer has to overcome the negative elements
of a claim letter with his friendly tone in the conclusion.
10.
The closing paragraph must be courteous but
firm.
Related topics
READ KEY POINTS ON INQUIRY/INFORMATION REQUEST LETTER
READ KEY POINTS ON INQUIRY/INFORMATION RESPONSE LETTER
READ KEY POINTS ON CLAIM/COMPLAIN RESPONSE LETTER
READ KEY POINTS ON ORDER REQUEST LETTER
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