Direct Claims and Complaints

Claim letters record complaints and often seek the correction of a wrong action.

Complete the following sentence about claim letters that use a direct approach.

You should use a direct approach to write claim letters when you expect the receiver to  .

What should you include in the opening of a direct claim letter?

• A clear statement of the desired action
• A justification of your request
• An explanation of the problem

Select the most appropriate opening for a direct claim letter when the remedy is obvious.

• As you read this letter, please consider the fact that my Nintendo Switch is still under full warranty.
• Please send me a new Nintendo Switch to replace my broken Switch, which is still under full warranty.
• My Nintendo Switch screen went blank, and I can't play games on it anymore. I would like to ask for a new one.

What should the body of the claim letter do? Check all that apply.

• Provide a clear alternative remedy if one exists
• Avoid blame or accusation
• Provide emotional arguments defending the claim
• Include a statement that clearly blames the person at fault
• Include original pertinent documents

Increasingly consumers are using social media to voice complaints that have not been resolved through other means.

How are organizations responding to social media complaints?

• Ignoring all comments made anonymously
• Explaining exactly what the customer did wrong and why the company won't give in to social media rebukes
• Paying consumers to post positive comments
• Hiring social media specialists and employing social listening techniques

Which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site?

• Gush about how much you like the company and the products.
• Focus on facts and support them.
• Keep comments anonymous.
• Post only positive comments online and use other social media to make negative comments.