MICRO WRITING ACTIVITIES

Routine Claim and Adjustment Letters

Most business writing tasks involve routine matters in which the writer conveys either positive or routine information that is of interest to the reader. Such situation needs a direct organizational plan, background information or additional explanation, and the message ends on a friendly note.

Guidelines for Writing Routine Claim Letters:

•         Write your claim letters promptly – as soon as you have identified a problem.

•         Maintain an overall tone of courtesy and confidence, avoid angers, sarcasm, threats, and exaggeration.

•         If true and relevant, mention something positive about the company or its products somewhere in the letter.

•         Begin the letter directly, identifying the problem immediately.

•         Provide as much detail as necessary. Using impersonal language, tell specifically what went wrong and how you were inconvenienced.

If appropriate, tell what type of adjustment you expect – replacement, repair, refund, or apology. End confidently.

Guidelines for Routine Adjustment Letters:

•         Respond promptly. Your customer is already upset.

•         Begin the letter directly, telling the reader immediately what adjustment is being made.

•         Adopt a courteous tone. Use neutral or positive language throughout.

•         If appropriate, somewhere in the letter thank the reader for writing, and apologize if the customer has been severely inconvenienced or embarrassed because of your company’s actions.

      5. Explain the reason for the problem in sufficient detail to be believable. If       appropriate, tell what steps you have taken to prevent a recurrence of the problem.

        6. Provide information that reestablishes your customer’s confidence in the product or your company. Be specific enough to be believable.

•         If the customer was at fault, explain in impersonal and tactful language the fact surrounding the case.

8. Close on a positive note. Include strategy that implies customer satisfaction and the expectation of a continuing relationship.

Key Terms

•         Claim Letter – A letter from the buyer to the seller, seeking some type of action to correct a problem with the seller’s product or service.

•         Adjustment Letter -  A letter written to inform a customer of the action taken in response to the customer’s claim letter.