Page 129 - TESIS ADJUNTA DE BUSINESS

ADJUSTMEN LETTER

(proceeds)

A letter written in response to the complain of the customer is called
an adjustment letter it is written when a seller or delivery authorities
write back to the customer in regard to their complain. The letter
informs the customer wither his hyphen here complaint has been accepted
or been rejected, also the refund amounts he or she is eligible for in
have to obtain it. These letters deal with all kinds of complain. Such
as defective goods, service is poor, shipment issues and product on
deliver or not deliver on time, etc.

There are 4 different situations, depending of the cause of the problem:

A) when the company is to blame
B) when the customer is to blame
C) when both, the customer and company are responsible
D) when a third part is to blame.
In business there is a saying "the customer is always right". Therefore,
we will give special attention to the first case, that is when the
company is to blame for a problem.

Objectives:
The adjustment letter has two proposes.
1) to satisfy the customer
2) to win back the customers good will

General principles

1.- A prompt reply.
An immediate reply will let know the customer that the company is anxious
to make amends.
2.- Give the customer the benefit of the doubt.
A positive way to think and act when dealing a complaint is to consider
that the customer is right and to let him know it.
3.- Accept the blame with dignity.
Most customer will forget the salesman he accepts the blame for a mistake
or for a delay in a service with dignity.
4-. Be diplomatic.
In this type of letter more than any other kind it is necessary to use
that we need to a solution to the problem.

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