adjustment
Letter
Writing Letters Refusing Adjustments
When The Buyer Is At Fault
1. Support the
Reader’s Point of View in Your Buffer Paragraph
Since the
customer probably thinks he or she is right, try to make him or her accept the
logical solution. Be sure the customer realizes that you understand the problem
and that you will be fair.
2. Assure the
Customer That the Request Is Appreciated and Has Received Individual
Consideration.
The requested
adjustment is important to the reader in your letter; show that the reader’s
point of view is also important to your organization.
3. Present the
Explanation before the Decision
Stress what can
be done and emphasize your purpose to be fair to all customers. Don’t blame
and don’t argue. Avoid unfriendly, negative expressions, such as your
complaint, your error, you misinterpreted, you neglected, your claim, you are
mistaken, our records show, and your ignorance. With a truthful and tactful
presentation, lead the customer to accept your solution as the only reasonable
one.
