Навчальний посібник Для студентів економічних І правових спеціальностей немовних вузів Суми двнз "уабс нбу" 2014
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- A claim represents a possible loss of goodwill and _____ in your organization or its products. (fdnnccoeei)
- 38)Give your _____ the benefit of the doubt. (omretsuc)
- 41)Avoid appearing to ____ the reader. (tboud)
Unit 16ADJUSTMENT LETTERAn Adjustment Letter is written to inform a customer of the action taken in response to the customer’s claim letter. An adjustment letter explains how a problem with a product or service may (or may not) be resolved. Few people bother to write a claim letter unless they have a real problem, so most claims that companies receive are legitimate and are adjusted according to the individual situation. If the action taken is what the customer asked for or expected, a routine adjustment letter using the direct organizational plan would be written. You should note that anyone in an organization may be called upon to write claim and adjustment letters – not just those working in purchasing or sales or customer service. For example, an accounting manager may send (and receive) a letter complaining of poor service from an employee. Nothing that you are likely to tell the reader will be more welcomed than the fact that you are granting the claim, so put this news up front – in the very first sentence if possible. The details and background information will come later. It is often appropriate to thank the reader for giving an opportunity to resolve the situation. An apology, which tends to emphasize the negative aspect of the situation, is generally not advised for small, routine claims that are promptly resolved to the customer’s satisfaction. If, however, the customer has been severely inconvenienced or embarrassed and the company is clearly at fault, a sincere apology would be in order. After presenting the “good news”, you must educate your reader as to why the problem occurred and, if appropriate, what steps you’ve taken to make sure it doesn’t recur. Explain the situation in sufficient detail to be believable. End your letter in a positive tone. Do not refer to the problem again, do not apologize again. Any complaint should be dealt with promptly; otherwise delay would cause more trouble. If an investigation is required, which is likely to take sometime, the complaint should be acknowledged, with an explanation that it is being attended to and a promise of a full reply as soon as everything is cleared up.
EXERCISES1. The words on the right have their letters in the wrong order. Rearrange the letters so that they are in the correct order.
36)Because the customer is upset, the overall tone of your _____ letter is crucial. (themstdjua)37)Since you have already decided to honor the claim, your best _____ is to adopt a gracious, trusting tone. (ttgysrae)38)Give your _____ the benefit of the doubt. (omretsuc)39)Your overall tone should show confidence both in the readers _____ and in the essential worth of your own organization and its products. (hnoyest)40) To the extent possible, use neutral or positive _____ in referring to the claim. (gguaaeln)41)Avoid appearing to ____ the reader. (tboud)42)Finally, respond _____. (pplytmro)2. The text of a letter replying to a complaint is given. Complete it, choosing from the alternatives given to fill in the gaps. The first has been done for you.
Thank you for your letter of (1) ___c__ 201_, about the (2) _____ you have had with your (3) _____ X/123/89. I have (4) _____ into the matter and I was (5) _____ to find that our (6) _____ had sent us the wrong components and had also (7) _____ them, so that our clerks did not realize the mistake. Of course we should have (8) _____, but I am (9) _____ to say that we did not do so. The only thing I can do is to (10) _____ that you return the faulty items (we will, of course, (11) _____ the shipping costs) and we will replace them with the correct items or (12) _____ you with their value. We apologize for the error and are taking steps to ensure that it is not repeated. 3. The following letter has been mixed. Put the parts of the letter (a-j) into correct order (1-11). The first part has been done for you.
a) White Sand Furniture, Inc. Columbus, Ohio 45453 (315) 565-6777 b) We have just received your October 14 letter about your order which did not arrive on time. We are extremely sorry that we have not been able to deliver your order as scheduled. We really regret to inform you that the delay was caused by the late arrival of some of the raw materials. c) Mr. James Wilson Royalty Furniture, Inc. P.O. Box 3132 Austin, TX 78703 d) Dear Mr. Wilson: e) Subject: October 14 letter about Late Order f) Once again, please allow us to express our sincere apology for the delay and the inconvenience it has caused you. It was really due to the fact that is beyond our control. g) October 16, 201_ h) We will struggle to prevent this incident from happening again in future and hope we can continue our business as usual. Should you need to contact us, please use this number (315) 1234567. i) Yours sincerely, j) However, we managed to deliver the furniture you ordered a few days ago. We believe it will reach you in two days. We hope it will be ready for the season. k) Dicky Williams Customer Relation Manager
a) As you know, … b) Thank you for considering …….. c) Although… d) Considering all the mentioned-above conditions,… e) At the end… f) Consequently,… Dear Mr. Smith: For the last two years, since I was assigned more responsibilities in this department I notice that our sales have been increasing quite significantly. (1) ……….the load of work has stepped up a lot. (2) ………….we have more customers to serve and more challenges to deal with, I have been successful in fulfilling their demands and expectations. (3) ………. I have received a lot of compliment letters from our customers due to their satisfaction with my service. (4) ……………I humbly request a salary adjustment for my work. I am confident that this salary adjustment can not only motivate me to work harder and smarter with better dedication to this company, but also can motivate other personnel to work better. (5) ……..it will increase our customers’ satisfaction and our sales. (6) ……… my salary adjustment, I look forward to hearing from you.
CHECKLISTRespond promptly; your customer is already upset. Begin the letter directly, telling the reader immediately what adjustment is being made. Adopt a courteous tone. Use neutral or positive language throughout. If appropriate, somewhere in the letter thank the reader for writing, and apologize if the customer has been severely inconvenienced or embarrassed because of your company’s actions. In a forthright manner, explain the reason for the problem in sufficient detail to be believable, but don’t belabor the point. If appropriate, briefly tell what steps you’ve taken to prevent a recurrence of the problem. Provide information that reestablishes your customer’s confidence in the product or your company. Be specific enough to be believable. If the customer was at fault, explain in impersonal and tactful language the facts surrounding the case. Close on a positive note. Include additional resale, subtle sales promotion, appreciation for the reader’s interest in your products, or some other strategy that implies customer satisfaction and the expectation of a continuing relationship. USEFUL VOCABULARYWe have received your letter about the damaged goods. We have carefully studied your claims… You were right to let us know about… You are perfectly correct in saying that… After investigating your complaint, we have to admit that… We can assure you that… We will deliver the replacement for the damaged goods today. We will struggle to send goods in a proper way. Steps are being taken immediately to avoid such mistakes in future. Please accept our apologies for… A replacement for the substandard goods will be delivered next week. We would ask you to return the faulty equipment at your convenience, carriage forward. However we hope you will also try to see our point of view. We regret to inform you that we cannot accept your claim because of… We regret that we cannot exchange… since… Needless to say that both our companies suffered unnecessary losses that hopefully will be avoided in the future. WRITTEN FOLLOW UPYou are a correspondent in the customer service department of Home Depot, a large home-supply store. You received the letter from angry customer. Dear Customer Service Manager: I am really upset at the poor-quality shades that you sell. Two months ago I purchased two pairs of your pleated fabric shades in Wedgewood Blue at $35.99 each for my two bathroom windows. A copy of my $74.32 bill is enclosed. The color has already begun to fade from these shades. I couldn’t believe it when I checked and found that they now look tie-dyed! That is not the look I wish for my home. Since these shades did not provide the type of wear that I paid for, please refund my $74.32.
Henrietta Daniels Write an adjustment letter in a polite and friendly style.
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