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
Claims and responses<br />Claims and responses have relevance when dealing with<br />Suppliers<br />Clients<br />Shops and companies<br />Insurance industry<br />Banking(credit rating/cards etc)<br />
Claims and responses<br />When a claim is made , means something has gone wrong<br />When responding, there are three goals<br />1)rectify wrong, if one exists<br />2)regain confidence of customer<br />3)promote future business and goodwill<br />
Making a claim<br />Uncommon for companies to make refunds<br />Claim for refund need some persuasion<br />Follow the inductive approach. Begin by making out a case for refund<br />Express expectations only after making out a case<br />
Making a claim<br />CLEAR<br />PRECISE<br />COURTEOUS<br />PERSUASIVE <br />Inductive<br />Deductive <br />DO NOT <br />BE SARCASTIC<br />ACCUSE<br />THREATEN<br />
Responding to claims<br />PROMPTNESS<br />PERSONALISE<br />EMPATHISE<br />THANK THE CUSTOMER FOR BRINGING TO YOUR NOTICE<br />IF CLAIM IS REASONABLE, OFFER ADJUSTMENT GRACIOUSLY<br />INDICATE PREVENTIVE MEASURES<br />IF CLAIM IS UNREASONABLE, GIVE REASONS WHY YOU ARE REFUSING / PARTIALLY ACCEPTING <br />
Granting a claim<br />Good news, so direct strategy<br />Subject line: identify the previous correspondence<br />Opening: grant the request /announce the adjustment immediately<br />Body: provide details about compliance, follow with supporting details, explain circumstances, try to regain customer’s confidence<br />Closing: end positively with forward looking thought, express confidence in future relations, avoid referring to unpleasantness<br />
What’s wrong with this document?<br />Sir<br />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.<br />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. <br />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.<br />
How is this version better?<br />Dear Mr.Khanna:<br />Subject: your June 20 letter about your purchase order<br />You should receive by July 28 a second shipment of the speakers, VCRs, headphones and other electronic equipment that you ordered on June 20.<br />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.<br />
How is this version better?<br />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.<br />Sincerely,<br />
Claims and responses<br />If complying with claim do not begin with negative statement<br />Begin with good news<br />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.<br />Thanks for your letter about your new Maxwell tires. You are certainly justified in expecting them to last more than 12,000 km.<br />We agree with you that the warranty on your turbo programmable calculator model AI 302 should be extended for six months.<br />
Claims and responses<br />Be enthusiastic, not grudging, when granting a claim<br />Negative words suggest blame and fault, avoid them to build customer goodwill<br />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.<br />
Refusing a claim<br />Bad news is conveyed with inductive approach<br />Begin with short empathic introduction, lead up to bad news<br />Explain reasons for refusal without too much emphasis<br />Avoid negative words, close on a positive note<br />