3. • Claims and Responses have relevance when dealing with
1. Suppliers
2. Clients
3. Shops & Companies
4. Insurance industry
5. Banking(credit rating/cards etc..,)
4. CLAIMS:
A persuasive letter sent by a customer to a business or
agency to identify a problem with a product or service. Also known as a
letter of complaint.
RESPONSES:
When responding, there are three goals
1. Rectify wrong, if one exists
2. Regain confidence of customer
3. Promote future business and goodwill
5.
6. • Customer dissatisfaction
• Due to faulty equipment
• Damaged goods
• Non functional
• Non specifications (wrong specification)
• Shortfall in specified services
• Promises not kept
• Feeling of taken for ride (injustice/wrong)
• Simply not satisfied
9. 1. Date
2. Receiver’s address
3. Salutations
4. Subject
5. Content
6. Salutations
7. Signature
8. Name
10. DO’S:
1. The good news (MAIN IDEA) receives emphasis.
2. Uses an appropriate salutation for a letter addressed
to a company.
3. Explain the details supporting the request for action.
4. Gives background information about the company.
5. Close with a look at the future.
11. 1. Avoid general and vague statements.
2. Do not give details before presenting the main idea.
3. Do not be sarcastic.
4. Don’t begins & ends with a cliché, its states the obvious.
5. Avoid unsupported statement of certainty.
12. Drivers Co.
3489 Greene Ave.
Olympia, WA 98502
August 17, 2001
Richard Brown, President
Document Makers
Salem, MA 34588
Dear Mr. Brown:
As someone who has worked with your company for over 3 years, we were very disappointed to see the
documents you produced for our latest Drivers Co. publicity campaign.
As our written agreement stipulated, we expected full color leaflets with fancy explanatory texts, but
instead, we found that black and white photos had been included in the prepared leaflets. I think you
will agree that a communication problem exists.
We would like you to send out a photographer to provide us with the promised color coverage, or provide
us with a refund.
Yours truly,
(signature here)
Thomas R. Smith,
Director
FROM
ADDRESS
BODY
SALUTATIO
N
COMPLIMENTAR
Y CLOSE
DATE
TO
ADDRESS
>REQUEST
ACTION
>EXPRESSION OF
APPRICIATION
>DETAILS
