I called Mr. Windsor that same day, June 28. He said he was busy negotiating with another client in another city. He promised to arrange
7
Chapter
Routine Claims and Adjustments
1. Routine claims
Writing Principles:
• Come straight to the problem at the beginning. Tell what is wrong.
• Describe the problem clearly and provide any necessary information (invoice number, product information, etc.).
7
Chapter
Routine Claims and Adjustments
I. Introduction
1. Routine claims 2. Adjustments
7
Chapter
Routine Claims and Adjustments
1. Routine claims
Claim letters can be divided into two groups: routine claims and persuasive claims.
On June 14, we purchased the office communication system XP5645 from your sales representative John Windsor. As your file may show, we paid $4,500 for it, which is $200 more than XP5030. That payment includes free installment and a six-month trial period.
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Letter A: A claim on the wrong component
Dear Mr. Phillips:
Would you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for?
The software you sent us operated well at the beginning, but the system refused to work after two weeks. After careful examination, we found what you sent us is for XP5030, not for XP5645 we purchased.
• End with positive, friendly but firm words.
7
Chapter
Routine Claims and Adjustments
2. Adjustments
When you get a claim, you may either grant an adjustment or reject it, depending on the situation. When you grant an adjustment, your customer will surely welcome it, so a letter of adjustment talking about the issue directly is appropriate.
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Chapter 7
Routine Claims and Adjustments
日常索赔与理赔函
7
Chapter
Routine Claims and Adjustments
Contents of this chapter
I. Introduction II. Sample Analysis III. Sample Contrast IV. Useful Patterns and Sentences
Routine claims (usually backed by a contract, a guarantee, or the company’s reputation) assume that a requillingly, so such letters are very effective if the problem is directly stated.
7
Chapter
Routine Claims and Adjustments
2. Adjustments
Writing Principles:
• Begin directly with the good news. • Identify the correspondence that you are answering. • Avoid negatives that recall the problem. • Regain lost confidence through explanation or action. • End with a friendly, positive comment.
• Present enough facts to help the company to make a decision.
• Name specific actions to deal with the problem, and politely mention strong terms if you fail to get a satisfactory reply.