WRB_Letter of Adjustment_ 30Oct12
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The document provides guidance on writing letters of adjustment in response to customer complaints. It discusses the key components of such letters and offers examples for: 1. Accepting the claim fully by acknowledging the complaint, apologizing, explaining any errors, reassuring the customer, and concluding politely. 2. Accepting the claim partially by investigating the facts, concluding shared responsibility, offering an alternative solution, seeking the customer's agreement, and expressing regret. 3. Refusing the claim by verifying the facts, disclaiming responsibility, and explaining the reasons for refusal before concluding appropriately.
WRB_Letter of Adjustment_ 30Oct12
- 1. LETTER OF ADJUSTMENT 1
- 2. Letter of Adjustment (Reply to Complaint) Some Notes: Use a courteous and tactful tone Deal with complaints promptly Show some form of apology for the inconveniences caused 2
- 3. Complaints could be dealt with by : Accepting Accepting fully Refusing the partially the the claim of claim of claim of complaint complaint complaint 3
- 4. Customer ordered 20 pairs of Size 5 jeans but received 10 pairs of Size 8. You found out that there was a mix-up in the order. Accept fully (A*) Accept partially (AP) Refuse totally (R) 4
- 5. Customer complained that 3 out of the 50 apples ordered were rotten, and requested replacements. Accept fully (A*) Accept partially (AP) Refuse totally (R) 5
- 6. Customer complained that T shirts bought was badly stained and requested for a total refund. You have received 5 other similar complaints and suspect that the colours are nonfast. Accept fully (A*) Accept partially (AP) Refuse totally (R) 6
- 7. Buyer complained that the newly bought electric hot plate was not hot enough and demanded a total refund. You suspect that there is a minor fault which could be recti鍖ed. Accept fully (A*) Accept partially (AP) Refuse totally (R) 7
- 8. Customer complained that the food served was bland and demanded a full refund. You investigated and found nothing amiss. Accept fully (A*) Accept partially (AP) Refuse totally (R) 8
- 9. As a seller, you always have to Investigate and verify the facts mentioned Decide whether the claims are reasonable or unreasonable Decide on an appropriate remedial action 9
- 10. Accept Fully 10
- 11. Accept Fully Para 1 : Introduction 11
- 12. Accept Fully Para 1 : Introduction Acknowledge the letter of complaint Mention date of letter Summarize brie鍖y the nature of the complaint received 12
- 13. Accept Fully Para 1 : Introduction Useful Expressions Thank you for your letter regarding Order No 2345, in which you mentioned that We refer to your letter of 2 Oct, in which you informed us that the wrong model was sent to you. We received your letter of 4 Oct, and noted that you were very dissatis鍖ed with our staff兵s service. We received your letter of 6 Oct, and regret to hear that you were dissatis鍖ed with the workmanship of the renovation works completed at your premises. 13
- 14. Accept Fully Para 2 : Acceptance & Apology 14
- 15. Accept Fully Para 2 : Acceptance & Apology State acceptance of claim Apologise for the inconveniences caused 15
- 16. Accept Fully Para 2 : Acceptance & Apology Useful Expressions We are sorry to have sent you the wrong model. We apologise for not sending you the shoe laces. We have sent our representative to investigate and noted that the workmanship was indeed shoddy. We have checked with the staff concerned, and would agree with you that our staff had handled the situation inappropriately. We understand you have suffered much embarrassment. 16
- 17. Accept Fully Para 3 : Explanation 17
- 18. Accept Fully Para 3 : Explanation Explain reasons for error Examples: - Manufacturer was unable to produce the required parts on time, and had caused the delay. - Firm was facing labour shortage and was unable to 鍖nd good workers. - Staff- in-charge had resigned, and the order was handled by part-time inexperienced worker. 18
- 19. Accept Fully Para 3 : Explanation Useful Expressions Part-time staff were employed to handle your order, and they have mixed up your order with that of another 鍖rm. We are indeed sorry for the mistake. The delay was caused by a massive machine breakdown at the manufacturer兵s plant. It took them a week to repair and to resume production works. Upon investigation, our representative reported that inexperienced foreign workers were hired to carry out the renovation works. 19
- 20. Accept Fully Para 4 : Reassurance 20
- 21. Accept Fully Para 4 : Reassurance Reassure error will not be repeated Mention the remedial actions that you will take - Specify date, person to contact etc. 21
- 22. Accept Fully Para 4 : Reassurance Useful Expressions We will take the necessary action to prevent similar mistakes. The correct model will be sent to you by 8 Oct. Please be assured that our ef鍖ciency will not be lacking in the future, and we will instruct our supervisors to be very strict with their staff. 22
- 23. Accept Fully Para 5 : Conclusion 23
- 24. Accept Fully Para 5 : Conclusion Conclude appropriately in a friendly way. 24
- 25. Accept Fully Para 5 : Conclusion Useful Expressions We hope you are satis鍖ed with our arrangements. We look forward to your next order. 25
- 26. Accept Partially 26
- 27. Accept Partially Para 1 : Introduction 27
- 28. Accept Partially Para 1 : Introduction Acknowledge the letter of complaint Mention date of letter Summarize brie鍖y the nature of the complaint received 28
- 29. Accept Partially Useful Expressions Thank you for your letter regarding Order No 2345, in which you mentioned that We refer to your letter of 2 Oct, in which you informed us that the wrong model was sent to you. We received your letter of 4 Oct, and noted that you were very dissatis鍖ed with our staff兵s service. We received your letter of 6 Oct, and regret to hear that you were dissatis鍖ed with the workmanship of the renovation works completed at your premises. 29
- 30. Accept Partially Para 2 : Investigation 30
- 31. Accept Partially Para 2 : Investigation Mention that case had been investigated Conclude that your 鍖rm is not solely responsible for the error 31
- 32. Accept Partially Useful Expressions We have checked your Purchase Order No 2354, and noted that you have indicated 15 Oct as the delivery deadline, and not 5 Oct as claimed in your letter. It could have been an oversight on the part of your staff. Our representative had checked on the bales of cloth at your warehouse, and noted that only two out of the 20 bales were soiled due to poor packaging. 32
- 33. Accept Partially Para 3 : Alternative Solution 33
- 34. Accept Partially Para 3 : Alternative Solution Suggest alternative solution Offer partial refund or replacement Offer small discounts Provide repairs at nominal fee 34
- 35. Accept Partially Para 3 : Alternative Solution Useful Expressions We will send you the additional 10 boxes of pencils without charging you delivery costs. We will send the replacement for the two bales of soiled cloth at no additional cost by 12 Oct. However, we will not accede to your request for a 20% price reduction. You will understand that we operate on very thin pro鍖t margin and our prices are the lowest in the market. 35
- 36. Accept Partially Para 4 : Seek Agreement 36
- 37. Accept Partially Para 4 : Seek Agreement Seek agreement to solution proposed 37
- 38. Accept Partially Para 4 : Seek Agreement Useful Expressions We hope you are satis鍖ed with the proposed arrangement and con鍖rm your agreement by calling or faxing us. Please con鍖rm in writing your agreement to our proposal by 15 Oct. 38
- 39. Accept Partially Para 5 (Conclusion) Express regret for inconvenience caused Useful Expressions We would like to apologise for any inconveniences caused and look forward to your continual patronage. We look forward to serving you again. 39
- 40. Refuse 40
- 41. Refuse Para 1 : Introduction 41
- 42. Refuse Para 1 : Introduction Acknowledge the letter of complaint Mention date of letter Summarize brie鍖y the nature of the complaint received 42
- 43. Refuse Useful Expressions Thank you for your letter regarding Order No 2345, in which you mentioned that We refer to your letter of 2 Oct, in which you informed us that the wrong model was sent to you. We received your letter of 4 Oct, and noted that you were very dissatis鍖ed with our staff兵s service. We received your letter of 6 Oct, and regret to hear that you were dissatis鍖ed with the workmanship of the renovation works completed at your premises. 43
- 44. Refuse Para 2 : Verification of Facts 44
- 45. Refuse Para 2 : Verification of Facts Mention actions taken to verify the facts mentioned by writer 45
- 46. Refuse Useful Expressions We have checked our delivery note against your order, and noted that the correct model was sent to you. We have checked with our staff, and noted that the food ordered was served within 10 minutes and not one hour as mentioned. Our representative had checked the bales of cloth, and reported that none of the 20 bales was soiled due to poor packaging. 46
- 47. Refuse Para 3 : Disclaim Responsibility & Explain Why 47
- 48. Refuse Para 3 : Disclaim Responsibility & Explain Why Disclaim responsibility and explain the reasons for not acceding to the writer兵s claim. 48
- 49. Refuse Useful Expressions The evidence gathered showed that the error was not due to our negligence. It was an error in your order. Under such circumstances, we are unable to replace the bales of cloth as requested. Our investigation showed that our staff was provoked by your unreasonable demand. 49
- 50. Refuse Para 4 (Conclusion) Conclude appropriately Useful Expressions We would like to apologise for any inconveniences caused. We look forward to serving you again. 50
- 51. A summary for writing Letters of Adjustment... Complaints could be dealt with by : Accepting fully Accepting Refusing the the claim of partially the claim of complaint claim of complaint complaint - Introduction - Introduction - Acceptance of Claim - Introduction - Verification of Facts - Apology - Investigation of Facts - Disclaim - Explanation - Conclude firm is not responsibility and - Reassurance solely at fault explain why - Conclusion - Alternative Solution - Conclusion - Seek Agreement - Conclusion 51
- 52. Task of the Day (30 October 2012) Page 172 52