Profession Comm. Questions 6

Unit VI

Lesson 1: Claims/Adjustment Letters

Introduction

At all levels of the organization, managers and employees are involved in producing and sending

written and oral messages. There is a great variety of communications that go beyond the basic

e-mail, memo, or presentation, as discussed in previous units. In this unit, you will learn about

several of the most important professional communications generated by most businesses.

Specific Forms of Professional Communication

When things go wrong in the business world, people communicate internally within the

organization or externally to address the situation. Complaints or dissatisfaction with products or

services are categorized as claims.

When a customer with an issue asks for a refund or a replacement of a particular product,

responses to the customer explaining how the company will remedy the problem are known as

adjustment letters.

Within organizations, communications with management proposing changes, asking for

approval, or making purchases are most often called proposals.

Another communication is the organizational report, written to report on a variety of internal

situations. For example, when a problem arises at work, someone will be tasked with finding a

solution. Such a report will contain all of the activities used to investigate and solve the problem.

There are times when negative messages must be communicated to employees, coworkers,

managers, and owners. Someone will have the responsibility to write rejection letters, denials of

credit, changes to benefits or health care, and even disciplinary or termination notices.

Writing Claims

Customers communicate their dissatisfaction with products or services by submitting claims.

Sometimes a product may not perform as expected or may not work at all. Most products that are

sold have some type of warranty or guarantee, and, if the product does not work as it should,

customers expect to have their product replaced, repaired, or have the purchase price refunded.

For example, if a customer purchases a heater, and it is broken, the company will be expected to

honor their warranty and repair or replace the product or refund the purchase price in order to

satisfy and retain the customer.

The professional way to communicate customer dissatisfaction is to explain the problem

carefully and then communicate exactly how the problem can be resolved. A professional

approach will usually result in a positive and satisfactory outcome. Ensure that your claim is

within the time frame specified by the warranty or guarantee. If you were not provided specific

claim forms, write a letter to the company using the following format:

 Begin by stating that you are making a claim. Introduce the issue clearly in the first paragraph. If your item has a serial number or other product information, you must

include it either in the subject line or in the first paragraph.

 Describe the problem in detail, letting the company know whether the product was defective or did not perform as expected. The reason for the claim must be set out clearly.

 Provide all receipts or warranty information or any other records regarding the product.

 Provide your contact information and a phone number where you can be reached at any time. If there are times when you would not be available, include the times when you can

be reached at the number you provided.

 Thank the company for their anticipated assistance as you end the claim letter. Take for granted that the company wants to make you happy, and keep a positive and constructive

tone.

At all times, be courteous even though you may be angry. Keep your language at a professional

level. It might be best to write the letter, set it aside for a few hours, and then read it again to

ensure that you have included all necessary information and that you have not used inappropriate

language or tone. Ask yourself, do you want to let your frustrations out, or do you want to see

results? As the saying goes, “You catch more flies with honey.”

Writing Adjustment Letters

If you are the person who responds to the claim, you will send an adjustment message which

informs customers that you have received their claims and lays out the action that you are taking

to assist them in resolving their claim.

Do not delay your response. As soon as the claim letter is received, a response should be sent to

the customer.

 In your first paragraph, thank the customer for submitting the claim letter. Place the serial number or other product information in the subject line or in the first paragraph.

 Show regret for the situation occurring. Let the customer know that you are sorry for any inconvenience he or she has suffered as a result of the problem.

 Promise to remedy the situation. Let the customer know that you are taking action immediately, and describe how you are handling the issue. If you promise a refund, send

it with the letter.

 If there is need for repairs or replacement, let the customer know that you will take care of any such need immediately. For repairs, let the customer know when to bring the item

and how long it will take to be repaired.

 For a replacement, advise the customer how and when he or she can return the item and receive a replacement.

 Be courteous. No matter what language is used in the claim letter, you have to use respectful language in your response. Your goal is that even though this customer might

have had a negative experience with one of your products, you are going to make the

customer happy and retain his or her business. The master of this policy was Sam

Walton, the man who revolutionized customer service and turned his ideas into his

billion-dollar company.

 As you end the letter, assure the customer that you are there to help at any time.

Denying Claims

Sometimes, claims have to be denied for a variety of valid reasons. You must state clearly why

the claim is denied. The customer is not going to be happy, but a courteous tone and good, solid

reasons will reconcile most of them to the outcome you provide. If the item has a serial number

or other product information, always include it in the subject line or first paragraph.

 Attach any documents that support your reason for denying the claim. Do not use negative words that say or imply that the customer is at fault.

 If applicable, let the customer know what he or she can do to have the claim approved, and provide sufficient information for the customer to proceed.

 End the letter by letting the customer know again that you regret denying the claim and that you are available to discuss the problem if he or she wishes to do so.

Throughout the message, be sure to use positive language. For example, rather than telling a

customer that you cannot do as he or she asks, you can state that, as much as you would like to

help, you are not in a position to do so. At the same time, name one or two resources that he or

she can turn to. Help the customer to feel he or she is walking away with something, even if that

is only knowledge about your services, products, or claims procedures.

Check for Understanding

(Answer Key can be found after Review)

Complete the sentence below by filling in the blank with the correct term relating to professional

communication: claims, adjustments, proposals, organizational reports, negative messages.

1. A company’s response to a customer’s request for a refund or replacement product is called a/an __________.

2. Any communication which communicates something the recipient does not want to hear, such as denials of credit, disciplinary actions, rejections for employment, or even

termination notices, are collectively called __________.

3. These common reports are a part of every organization and generally explore an internal situation and provide investigations, analyses, and solutions for a variety of problems :

__________.

4. Within an organization, documents and reports that seek approval, ask for purchases, or seek to make changes are often called __________.

5. Any statements or letters that express dissatisfaction or complaints made against products or services are collectively called __________.

Review

1. Complaints or dissatisfaction with products or services are categorized as claims. 2. If you submit a claim, you must provide receipts or warranty information or any other

record regarding the product.

3. When responding to a claim, you must always be courteous, using respectful language at all times.

4. When denying claims, state clearly why the claim is being denied.

Answer Key

1. adjustment 2. negative messages 3. organizational reports 4. proposals 5. claims