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Notes on Claim/Complain Response Letters |
1)
When any organization receives a claim, then it
has three objectives:
a)
Rectify the wrong;
b)
Regain the lost confidence of the customer; &
c)
Promote future business through sales promotion
and goodwill.
2)
Subject line in adjustment letter identifies the
previous correspondence.
3)
Adjustment letter must begin with good news of
adjusting the claims.
4)
Never ever use bad news statement or don’t
mention what went wrong with the product because this approach in the
adjustment letter reminds your reader of heated emotions or unhappy experience.
5)
Don’t use half-hearted or reluctant words in
announcing the good news.
6)
When the customer is at fault, then you as a
claim adjuster have two options:
a)
You can refuse the customer’s claim and may lose
him, his friends, his family members, or his associates who will only listen to
the customer’s version of the story; or
b)
You can do what the customer asks without
thinking whether he is legitimate or not.
7)
Comply with the claim, regain the confidence,
attempt to solve the issue; are some of the things the claim adjuster has to do
in an adjustment letter.
8)
The claim adjuster also uses the resale strategy
which reassures the customer that their choices are the best.
9)
End positively and look forward to continued
business relationships.
Related topics
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READ KEY POINTS ON INQUIRY/INFORMATION RESPONSE LETTER
READ KEY POINTS ON CLAIM/COMPLAIN LETTER
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