Adjustment Messages
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Author: Ryan Smith
When you respond favorably to a customer's claim, you need to write an adjustment letter. An adjustment letter follows a direct pattern.
What should you include in the opening of an adjustment letter?
- A promise you probably won't be able to fulfill
- A positive explanation of compliance
- An explanation of why the customer is at fault, even though you will comply with the request
What should be included in the body of an adjustment letter? Check all that apply.
- A statement that rebuilds faith in future business
- A statement that discourages future business transactions
- An attempt to regain customer confidence
- An acknowledgement of negligence
- An explanation of compliance
Read the following message opening, and answer the following questions.
Subject: Information on Request
We were sad to see you sent in a letter complaining about your defective car stereo system's warranty. Let me explain our policy regarding warranties. We normally honor warranties only from the date of purchase; however, because your situation is special, we will have to comply with your request. My supervisor has agreed to replace your unit for free.
Choose the best revision for the first sentence of the opening.
- We normally honor warranties for only one year from the date of purchase, but your case is different.
- Good news! When you wrote in regarding your car stereo system, we didn't think we would be able to replace the malfunctioning unit.
- Please take your car stereo system to our nearest retail location where it will be replaced at no cost.
What advice would you give to the author of the above message?
- Begin with a positive statement.
- Use the company name in place of “we.”
- Capitalize every word in a subject line.
Apologies are sometimes included in adjustment letters as a gesture of goodwill.
Determine if the following apology is appropriate.
“We apologize for the extra effort we have caused you to put into
fixing our mistake.”
- Appropriate
- Inappropriate
