Chrismayri de la Cruz

ID:A00141332

After watching the video in resource 2 of unit 4 on Complaints, claims and

adjustments. Do what I ask of you below:

• Write an essay with the most relevant aspects of the content of the resource:

Complaints, Claims, and Adjustments

In such situations, the customer must promptly notify the company of the problem by letter;
such a letter is logically called a complaint.
A complaint that calls upon the company to make restitution is called a claim. The company,
responding to the claim, will write a letter of adjustment.

Complaints:
What is a complaint ?
When a customer is dissatisfied with goods or services, a complaint letter will inform the
company or organization of the problem.

Because a complaint, unlike, a claim, does not necessarily call for action or compensation from
the company, it should be answered gracefully.the writer of a complaint is offering help to the
offending organization, an opportunity to improve its operations, the response to a complaint
should be concerned and courteous, not defensive. It may offer an explanation and suggest
remedies that are being followed. It definitely should extend an apology

Claims:The most common causes for claims are:

1. An incorrect bill, invoice, or statement;

2. A bill for merchandise ordered but never received; 3. Delivery of unordered merchandise;
4. Delivery of incorrect merchandise;
5. Delivery of damaged or defective merchandise;
6. An unusually delayed delivery .

Two other more specialized types of claims are: 1. A request for an adjustment under a
guarantee or warranty;

2. A request for restitution under an insurance police. Why claim is written ?A claim is written
to inform the company of the problem and suggest a fair compensation

The purpose of a claim is not to express anger, but to get results.

It is important to avoid ahostile or demanding tone. A claim must be calm and polite, but also
firm.you write a claim ?doHow part of the claim first

The claim should begin with the facts, first explaining the problem (such as the condition of the
merchandise or the specific error made)
Then all the necessary details should be recounted in a logical order. These details may include
the order and delivery dates, the order or invoice number, the account number, the method of
shipment, etc

A copy of proof of purchase, such as a sales slip or an invoice, should be included whenever
possible.The second part of the claim should emphasize the loss or inconveniencethat has been
sufferedthat account should be factual and unemotional, and naturally you should not
exaggerate.

Finally, you should state a reasonable adjustment. This should be worded positively and convey
your confidence that the company will be fair .As you read the sample claims, notice especially
how they state all the facts calmly.

The writer never loses his or her temper, never makes a threat, and never attempts to place
blame. At all timed, the letter is directed toward the solution.

Adjustments
What is a letter adjustment ?
a letter of adjustment should emphasize the solution rather than the error and convince the
customer that you understand and want to be fair. An adjustment letter should begin with a
positive statement expressing sympathy and understanding it should let the reader now what
is being done, and this news. Good or bad, should be followed by an explanation

The letter should end with another positive statement, reaffirming the company's good
intentions and the value of its products, but never referring to the original problem Whether or
not your company is at fault, even the most belligeren claim should be answered politely. An
adjustment letter should not e negative or suspicious; it must never accuse the customer or
grant any adjustment grudgingly

Remember, your company's image and goodwill are at stake when you respond even to
unjustified claims

In adjustments one of three fair solution is possible:

The requested adjustment is granted

A compromise adjustment is proposed
Any adjustment is denied.