Good organizations always welcomes complaints and claims because complaints provide the opportunities to the company to improve the performance of the company, while writing a an adjustment letter the company should kept in mind the element of anger, that they receiver may be very angry because, he has caused inconvenience, however the following points should be kept in mind while writing a n adjustment letter.
- Reply promptly
- Explain courteously.
- Assure him that you understood his problem
- Tell him what can be done what can not.
- Avoid negative
- Thank him for writing you.
Kinds of adjustments:
Possibly there are four
kind of adjustment may take place, different organizational format is required
to write these adjustments
When the receiver is at fault
It may be the fault of
the receiver , when he was receiving the good etc the damage or loose occur due
to the receiver but still he claims for replacement etc in this situation a
indirect plan is used by the organizations, the receiver is actually the
customer.
·
When
the sender is at fault
It may be the fault of
the company who was sending the goods etc this situation is a little bit easy
to handle that is why this letter may be written in the good news/direct
approach, the sender is actually the
company.
·
When
the third party is at fault
It may be the fault of
the third party which may involved in the shipment of goods and services, I
.e the transport company, the agent,
broker. This situation is also written in the indirect format.
·
When
the fault is not yet recognized
It may be possible that
the fault is not yet recognized and its still under investigation but the
company must have to reply in this situation the indirect Approach is adopted,
so that the customer is not hurt.
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