Chapter 20 discusses the importance of writing effective claim letters to address issues such as damaged goods, incorrect orders, and poor service, emphasizing clarity, courtesy, and customer respect. It highlights the need for companies to respond positively to customer complaints, express regret, and offer adjustments to maintain customer satisfaction and avoid disputes. The Consumer Protection Act, 1986 empowers consumers to seek compensation, and the chapter offers guidance on handling refusals and compromises tactfully to preserve good relations.

1. Claims and
Adjustments
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2. The Claim letter is written to get
correction and adjustment. The spirit of
co-operation is useful in pointing out
errors. Keep in mind the Cs of good letter
writing; state the problem correctly and
clearly, and without exaggeration.
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3. Be factual, concise and exact in describing the
problem. Courtesy, resisting the temptations to
accuse the seller of carelessness, negligence,
inefficiency and indifference to customers,
firmness, emphasis, and insistence on your
rights without discourtesy, passive voice to talk
of errors, choice of words tactfully are very
important in claim letters
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4. 1. Arrival of damaged goods
2. Goods arrived not as per the order
3. Gods not as per the specification given
4. Quantity different from the order placed
5. Delivery of goods at wrong place
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5. 6. Delayed delivery
7. Work undertaken is unsatisfactory
8. Defective or malfunctioning of the product
9. Discourtesy from staff or shop or office
10.Mistakes in a bill, or reminders for payments
after the payment already made.
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6. You have power to get
adjustments and
compensation. Consumer
Protection Act, 1986 has made
it possible for small consumers
to get compensation
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7. The letter should include the Reference
to the order, its date, number; clear
description of the mistake,
inconvenience or loss caused, the action
to be taken by the supplier to lessen the
inconvenience; request for adjustment
or investigation
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8. Attention and response to customers’
complaints is an important part of customer
service. The success of a business depends
on the satisfaction of the customers. It is
important for the company to know whether
the customers are satisfied with its
goods/services or not
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9. Customer is the King; the letter must reflect the
seller’s respect for the customer’s feelings and
needs. The adjustment letter must express regret
for the inconvenience caused; explain why things
went wrong, and what is being done speedily to
put them right. You must be able to locate the
error, control and then forgive the error. Be helpful
and sympathetic.
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10. Use “You” attitude to get a
favorable emotional response form
the customers and remember that
loss of money is different from
inconvenience suffered
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11. •Don’t say “your complaint”, “your
claim” etc.
•Don’t express surprise on learning of
the customer’s dissatisfaction
•Don’t pass on the blame to someone
else
•Don’t repeat any ugly details of a fault
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12. •Don’t give any details of any confusion
which might have lead to unsatisfactory
work
•Don’t sound unwillingly or patronizing
when granting an adjustment
•Don’t try to explain a refusal
•Don’t make a promise that a fault will
never occur again
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13. Granting adjustment, Refusing adjustment,
Offering a compromise, Apologizing for error
when the damage cannot be right, Offering
to make adjustment on the assumption that
the customer is dissatisfied, Stop-gap letter
informing customer that the investigation
being made
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14. An adjustment is granted when
there is a fault in the execution of
the order or the goods are defective
or damaged.
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15. The following points should be noted:
•Express regret and sympathy for the customer’s
inconvenience
•State the adjustment being made and what is being done
to reduce the inconvenience
•Briefly explain the error and the stops taken to control it
•Show appreciation of customer’s co-operation in
maintaining standards
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16. Take a positive attitude even when you
are refusing something. Refusing and
adjustment means convincing the
customer. You must willingly agree to
render the service but explain why the
customer will have to pay for it.
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17. The points to be noted are:
•Express regret for the customer’s inconvenience
•State what the investigation shows as cause of
the trouble
•Politely explain that the customer must have the
cost of repair or replacement
•Offer to repair and reassure the customer that
this trouble will be removed
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18. A compromise is offered when there is
difference of opinion about the standard
of service or quality of goods, or when
the cause of the complaints was outside
the control of either party, and not
covered by insurance. It is done in order
to maintain good relations and to avoid
litigation.
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19. The points to be noted are:
•Express regret that the customer has
been inconvenienced
•Explain the cause of the grievance and
state the adjustment being offered
•Make effort to get the customer’s
agreement
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20. Writing a letter of apology
needs tact, sincerity and
humility.
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21. Points to be noted are:
•Express regret for the Customer’s
inconvenience and thank him for pointing
out the error
•Assure the customer that every care will
be taken to prevent such errors
•Request the customer to give the company
another chance.
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22. It is done to try to regain a lost
buyer. You can also make an offer
to adjust any complaint as a part
of the strategy to collect overdue
payments.
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23. The points to be noted are:
• Express regret that the customer’s orders
have been missed for a period of time
• Ask for the reason for not buying
• Offer to make satisfactory adjustment if there
is any grievance
• Persuade the customer to respond.
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24. It is essential to take immediate steps
to reduce the customer’s
inconvenience, and to write tot the
customer at once, informing him about
it.
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25. The points to be noted are:
• Express regret
• Explain that the error is probably caused by a
third party and is looked into
• Advice the customer if he has to take any action
and what he should do with the damaged
consignment.
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