A tactfully written letter avoids entering into a controversy or argument with the customer. No matter how much in the right you may be it never profits getting into a heated argument with him. You may win the argument but lose a great amount in the bargain. The best policy is to simply state your case and explain the grounds on which you are refusing to adjust his complaint. It is also very poor policy to pretend great surprise over the complaint. Avoid taunts like “in our thirty years of experience of dealing with all kinds of customers this is the first time that some one has complained of…”
The aim of an adjustment letter should be threefold; (a) it should try to make the complaint believe that he is being fairly treated, (b) it should try to re-establish the confidence of the complaint in the goods, products or services of the seller and (c) it must regain his goodwill.
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