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  • Letters 2

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    Hala Tawfik Maklad
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    This document discusses adjustment letters, which are written responses to customer claim letters. There are two types of adjustment letters: 1. Positive adjustment letters accept the customer's claim. They acknowledge receipt of the claim, apologize for any errors, offer replacements or refunds, explain the cause of the problem, state any investigations being made, and retain customer goodwill. 2. Negative adjustment letters reject the customer's claim. They buffer the rejection news, explain the cause of the problem, state the rejection diplomatically while giving reasons, and still aim to retain customer goodwill. The document provides examples of language used in both types of letters.

    Original Description:

    presentation on adjustment letter including moves of positive and negative letters

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    This document discusses adjustment letters, which are written responses to customer claim letters. There are two types of adjustment letters: 1. Positive adjustment letters accept the customer's claim. They acknowledge receipt of the claim, apologize for any errors, offer replacements or refunds, explain the cause of the problem, state any investigations being made, and retain customer goodwill. 2. Negative adjustment letters reject the customer's claim. They buffer the rejection news, explain the cause of the problem, state the rejection diplomatically while giving reasons, and still aim to retain customer goodwill. The document provides examples of language used in both types of letters.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    4 views9 pages

    Letters 2

    Uploaded by

    Hala Tawfik Maklad
    This document discusses adjustment letters, which are written responses to customer claim letters. There are two types of adjustment letters: 1. Positive adjustment letters accept the customer's claim. They acknowledge receipt of the claim, apologize for any errors, offer replacements or refunds, explain the cause of the problem, state any investigations being made, and retain customer goodwill. 2. Negative adjustment letters reject the customer's claim. They buffer the rejection news, explain the cause of the problem, state the rejection diplomatically while giving reasons, and still aim to retain customer goodwill. The document provides examples of language used in both types of letters.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 9

    Letters (2)

    Adjustment Letters

    Adjustment Letters
    A written response to a claim letter
    sent to a customer by a business
    representative. It is written after a
    client of the business makes a claim.
    Communicative Purpose:
    1- Accepting the claim: 100% yes
    (Positive)
    2- Rejecting the claim: 100% no
    (Negative)

    Moves of Positive
    Adjustment
    Moves

    Examples

    Acknowledging receipt

    Thank you for your letter of


    regarding / concerning

    Apologizing for the error or fault

    -We must apologize for


    -We sincerely apologize for
    -Please accept our apologies for

    Making an offer to take goods


    back, make a replacement, give a
    discount etc.

    -We have dispatched the new


    items by express courier. They
    should arrive by Monday, 22
    December 2014.

    Briefly explaining causes of the


    fault

    The error was caused by / was


    due to
    Apparently, the problem was the
    result of / resulted from
    The cause of / reason for the
    mistake was

    Moves of Positive
    Adjustment
    Stating the investigations to
    be made

    -We are currently


    investigating the cause of ...
    -We will investigate the cause
    of...

    Retaining the goodwill of the


    customer

    We look forward to receiving your


    further orders, and assure you
    that they will be filled correctly /
    promptly.

    Moves of Negative
    Adjustment
    Buffering the bad news

    We always appreciate hearing


    from our customers

    Explaining the causes of the


    problem

    As a result of our investigation,


    we found that...
    -The error was caused by / was
    due to
    - Apparently, the problem was the
    result of / resulted from
    - The cause of / reason for the
    mistake was

    Stating the rejection

    - I regret to inform you that


    - I am afraid that
    - Unfortunately, I must point out
    that

    Stating reasons for rejection

    - This is because the guarantee


    period has expired.
    - This is due to the fact that the
    guarantee period has expired.

    Moves of Negative
    Adjustment
    Providing possible solutions

    Although we can not, we


    want to offer you a.

    Retaining the goodwill of the


    customer

    We appreciate your business.


    If I can help in the future, please
    contact me.

    Buffers
    Establish rapport: positive words We always
    appreciate hearing from our customers
    Use persuasive facts to sway reader to accept
    bad news: our productivity decreased by
    16% which necessitated cost-cutting
    measures.
    Compliment your reader or show appreciation:
    Thank you for your letter. Customer
    comments give us an opportunity to
    improve service.

    Buffers

    In Class Activity
    Underline the mistakes in the letter
    (at least 8 mistakes);
    Rewrite the letter (You may have to
    add other details).

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