Organizing the Adjustment Letters:

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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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