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Business claims
 

Business claims

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  • Almost 90% people don’t want to do business with companies that don’t resolve their complaints
  • Give a clear explanation of what has gone wrongFull informationInconvenience caused
  • Positive response – direct, deductive, promotional Negative response – indirect, stick to facts & explain reasons, inductive, avoid emotions, avoid negative words or words with negative connotations: SANDWICH APPROACH (open on positive note, give bad news, close on positive thought)
  • Instead of reviewing what went wrong, present the good news immediately.Companies grant claims to show that they stand behind their products.Apologize or not is an ongoing debate.
  • First para fails to give good news immediately, blames the customer. Second para,creates an uglu tone with negative words and sarcasm. Thrdpara sounds grudging and reluctant in granting claim.
  • Uses customer’s name in salutationThen announces good news immediatelyRegains confidence of customer by explaining what happened and by suggesting plans for improvement.
  • Closes confidently with genuine appeal for customer’s respect.
  • We are sorry to hear that you are having trouble with our mixer grinder-is a negative statement
  • Don’t use negative words-trouble, regret, misunderstanding, faultDon’t blame customersDon’t blame individuals or departments within your organisations – its unprofessionalDon’t make unrealistic promisesClose on a positive noteFor a positive response, use a more direct approach
  • Semi BlockFull BlockOpen punctuation
  • Semi-Block indentedMr. Thomas / Your sincerely Dear Sir, Madam / Yours faithfully / Your trulyCONTENTSOpening paragraph– Reason for writing in short (1-2 lines)Middle paragraph – Details / Relevant information / Inquiry / ComplaintClosing paragraph – Action to be taken / Refund / Send information

Business claims Business claims Presentation Transcript

  • Claims and responses
    Claims and responses have relevance when dealing with
    Suppliers
    Clients
    Shops and companies
    Insurance industry
    Banking(credit rating/cards etc)
  • Claims and responses
    When a claim is made , means something has gone wrong
    When responding, there are three goals
    1)rectify wrong, if one exists
    2)regain confidence of customer
    3)promote future business and goodwill
  • Making a claim
    Uncommon for companies to make refunds
    Claim for refund need some persuasion
    Follow the inductive approach. Begin by making out a case for refund
    Express expectations only after making out a case
  • Making a claim
    CLEAR
    PRECISE
    COURTEOUS
    PERSUASIVE
    Inductive
    Deductive
    DO NOT
    BE SARCASTIC
    ACCUSE
    THREATEN
  • Responding to claims
    PROMPTNESS
    PERSONALISE
    EMPATHISE
    THANK THE CUSTOMER FOR BRINGING TO YOUR NOTICE
    IF CLAIM IS REASONABLE, OFFER ADJUSTMENT GRACIOUSLY
    INDICATE PREVENTIVE MEASURES
    IF CLAIM IS UNREASONABLE, GIVE REASONS WHY YOU ARE REFUSING / PARTIALLY ACCEPTING
  • Granting a claim
    Good news, so direct strategy
    Subject line: identify the previous correspondence
    Opening: grant the request /announce the adjustment immediately
    Body: provide details about compliance, follow with supporting details, explain circumstances, try to regain customer’s confidence
    Closing: end positively with forward looking thought, express confidence in future relations, avoid referring to unpleasantness
  • What’s wrong with this document?
    Sir
    In response to your recent complaint about a missing shipment, it’s very difficult to deliver merchandise when we have been given the wrong address.
    Our investigators looked into your problem shipment and determined that it was sent immediately after we received the order. According to the shipper’s records, it was delivered to the warehouse address given on your stationery,37 Mayfair avenue, 2nd cross, Jayavihar. Unfortunately, no one at that address would accept delivery, so the shipment was returned to us. I see from your current stationery that your company has a new address. With the proper address, we probably could have delivered this shipment.
    Although we feel that it is entirely appropriate to charge you shipping and restocking fees, as is our standard practice on returned goods, in this instance we will waive those fees .We hope this final shipment finally catches up with you.
  • How is this version better?
    Dear Mr.Khanna:
    Subject: your June 20 letter about your purchase order
    You should receive by July 28 a second shipment of the speakers, VCRs, headphones and other electronic equipment that you ordered on June 20.
    The first shipment of this order was delivered on June 28 to 17, Mayfair lane, Bandra, Mumbai. When no one at that address would accept the shipment, it was returned to us. Now that I have your letter, I see that the order should have been sent to 163, Coral Reefs, Colaba. When an order is undeliverable, we usually try to verify the shipping address by telephoning the customer. Somehow the return of this shipment was not caught by our normally painstaking shipping clerks. You can be sure that I will investigate shipping and return procedures with our clerks immediately to see if can improve existing methods.
  • How is this version better?
    As you know, Mr.Khanna, our volume of business allows us to sell wholesale electronics equipment at the lowest possible prices. However, we do not want to be so large so that we loses touch with valued customers like you. Over the years our customers’ respect has made us successful, and we hope that the prompt delivery of this shipment will earn yours.
    Sincerely,
  • Claims and responses
    If complying with claim do not begin with negative statement
    Begin with good news
    You may take your Snow Flake mixer grinder to Home Appliances at 123, Saki Naka, where it will be repaired at no cost to you.
    Thanks for your letter about your new Maxwell tires. You are certainly justified in expecting them to last more than 12,000 km.
    We agree with you that the warranty on your turbo programmable calculator model AI 302 should be extended for six months.
  • Claims and responses
    Be enthusiastic, not grudging, when granting a claim
    Negative words suggest blame and fault, avoid them to build customer goodwill
    Though Snow Flake mixer grinder works well when it is used properly we have decided to allow you to take yours to Home Appliances at 123, Saki Naka, where it will be repaired at no cost to you.
  • Refusing a claim
    Bad news is conveyed with inductive approach
    Begin with short empathic introduction, lead up to bad news
    Explain reasons for refusal without too much emphasis
    Avoid negative words, close on a positive note