Unit.3.2.claims and adjustments

PPT

1. Gokhale Education Society’s S.M.R.K. B.K. A.K. Mahila Mahavidyalaya , Nasik-5. Ms. Geetanjali Gitay Assistant Professor Dept. of English CC English (LL) S . Y.B.Com . Sem III Unit 3 Claims and Adjustments

2. 55 % 30 % 1 % Introduction : Claims and Adjustments Prompt attention and response to customers’ complaints is an important aspect of customer service. The success of a business depends upon the satisfaction of the customers, and it is important for the company to know whether the customers are satisfied with its goods and services or not. When a customer complains, you get a chance to correct any faults, to make adjustment, to explain and to help the customer to use the product properly. In a complaint letter, the writer of the letter specifies the manner in which he wants the complaint to be adjusted. This is the “claim” part of the letter. When, however the writer is not sure as to what should be a fair settlement, he should leave it to the adjuster to redress the grievance or the complaint. Offering adjustments, on the other hand, is used as a strategy for sales and for collections. Customers are offered goods and services and adjustment in case they are not fully satisfied.

3. Drafting an Adjustment Letter Whether a claim is to be granted or not, the letter must follow certain principles in order to fulfill its function of maintaining good personal relations. The letter must reflect the seller’s respect for customer’s feelings and needs. When your customer finds something wrong with your goods or services, he might be feeling angry or dissatisfied, a seller’s reply should regain the lost goodwill. The adjustment letter must first express regret for the inconvenience caused, it must state what is being done to put matters right, no matter whose fault it was and then explain why things went wrong. Take an objective attitude to error, 1. Locate the Error : where it occurred and who is responsible for it. 2. Control the Error : Know what steps are to be taken to put matters right speedily. 3. Forgive the Error: Use courteous words and show human consideration while mentioning the error; do not blame Employees, associate businessmen, suppliers or customer. Assure the customer about the action being taken to reduce his/ her inconvenience.

4. Drafting an Adjustment Letter While drafting an Adjustment Letter : Don’ t : Say “ your complaint”, “ you claim that” or “ you complain that” , these are unpleasant phrases. Say “your request for explanation” or “ misunderstanding.” Express surprise on learning customer’s dissatisfaction as if to express that you doubt his dissatisfaction. 3. Pass on the blame to someone else, such as employee or carrier; admit any error on the part of the company without trying to avoid responsibility for it. 4. Repeat any details of mistake that the customer might have given or give details of confusion which might have led to unsatisfactory work. 5. Sound unwilling or patronizing when granting an adjustment ; the customer is not asking for favours , he only wants justice. Try to explain a refusal by saying that it is a “company policy”. The customer has right to know. Make a promise that the fault will never occur again.

5. Types of Adjustment Letter Granting a customer’s claim. Refusing a customer’s claim. Offering a compromise. Apologizing for errors when the damage cannot be put right. Stop-gap letter informing the customer that investigation is being made. Offering to make adjustment on the assumption that the customer is dissatisfied.

6. Example : 1 : Claim Source : Business Communication, Doctor Aspi & Doctor Rhoda, Sheth Publishers, Mumbai.(Fifth Edition).

7. Example : 2 : Granting Customer’s Claim Source : Business Communication, Rai Urmila & Rai S.M.,Himalaya Publications, Mumbai (Fourth Edition).

8. Example : 3 : Letter of Partial Adjustment Source : Business Communication, Rai Urmila & Rai S.M.,Himalaya Publications, Mumbai (Fourth Edition).

9. Text Content Source : 1. Business Communication, Doctor Aspi & Doctor Rhoda, Sheth Publishers, Mumbai.(Fifth Edition). 2. Business Communication, Rai Urmila & Rai S.M. ,Himalaya Publications, Mumbai .(Fourth Edition).