Organizing the Adjustment Letters:
The ideas in an adjustment letter are ordinarily arranged as follows:
1. Conciliatory Statement:
Expression of regret even if the customer is at fault, or appreciation for having been informed is an effective start of an adjustment letter.
2. Explanation of Facts:
Explaining the facts relating to complaint, clarifying the position in case of misunderstanding, or indicating the customer’s fault (if any) should be the next step.
3. Statement of Adjustment:
Grant of the adjustment (if any), suggesting a substitute for requested adjustment (when it cannot be granted) or a mere acceptance of fault with assurance of taking care in future, should be stated as the third step.
4. Statement of Goodwill:
A last paragraph may be added (if appropriate) for rebuilding of goodwill and renewal of business relations.
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