Business Communication

Claims & Responses

Session 16
Adjustment Letters:
Replies to complaint letters, often called letters of "adjustment", must
be handled carefully when the requested compensation cannot be
granted. Refusal of compensation tests your diplomacy and tact as a
writer. Here are some suggestions that may help you write either type
of adjustment letter:
1. Begin with a reference to the date of the original letter of complaint
and to the purpose of your letter. If you deny the request, don't
state the refusal right away unless you can do so tactfully.
2. Express your concern over the writer's troubles and your
appreciation that she or he has written to you.
Adjustment Letters:
3. If you deny the request, explain the reasons why the request cannot
be granted in as cordial and noncombative manner as possible. If
you grant the request, don't sound as if you are doing so in a
begrudging way.
4. If you deny the request, try to offer some partial or substitute
compensation or offer some friendly advice (to take the sting out of
the denial).
5. Conclude the letter cordially, perhaps expressing confidence that
you and the writer will continue doing business.
Types of Adjustment Letters:
What are the type of adjustment letters that can be written?
• Full Adjustment of Claim
• Partial Adjustment
• Rejection of the Claim
Activity 1
• Lets prepare a response to the letter of complaint (an adjustment
letter) as if you are a business person replying to a disgruntled client
or customer to the following situation.
‘Mr. Mehta bought a Santro Zing on 02.June 2014 from the Hyundai
showroom. A year later, Mr. Mehta began to have serious problems
driving the car and upon investigation, found that the carburetor was
leaking. Mr. Mehta put in a claim for replacement of the carburetor.
Though he was aware that the warranty had just expired he felt that as
the car had been sparingly used he was justified in asking for
replacement.’
Assignment
• 1. Make a complaint/claim letter with the Santro Zing information
(slide 6) that is given and also you could make a response letter to the
same.
• 2. Alternatively, you can make a claim letter and response letter to any
incident from your life when you have had to make a claim for
replacement/adjustment of some article that you bought and it was
not of good quality. The letter drafted should be self-explanatory
regarding the product, the defect, your claim or adjustment.
• So you assignment should have two letters: one claim and the other a
response to the claim