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Claims letter

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  • 1. Claims
  • 2. Concepts • A claim is a request for an adjustment • When business communicators ask for something to which they think they are entitled, the message is called a claim message. • Request for adjustments can be divided into two groups: routine claims and persuasive claims. • Persuasive claims assume that a request will be granted only after explanations and persuasive arguments have been presented. • Routine claims (because of guarantees, warranties or contractual conditions) assume that a request will be granted quickly and willingly. • Well run businesses want their customers to communicate when merchandise or service is not satisfactory. • Want to know how to improve. • By responding fairly to legitimate requests in adjustment messages ,can have positive reputation and retain customers.
  • 3. Concepts • When a immediate remedy for a claim is doubtful, persuasion is necessary. • Since any reasonable claim is adjusted to satisfaction, expressing negative emotions or displeasure is unnecessary. • Could alienate the adjuster whose cooperation is necessary. • Companies should welcome claims: - Complainers are more likely to continue to do business with a company than those who do not complain - Business who know how to resolve claims effectively will retain 95% of the complainers as customers. • Only a few % of complaints are from unethical individuals • Saying ‘no’ is more difficult to write. • Unlike routine claim messages, persuasive claims do not start by asking for an adjustment.

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