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Acknowledge receipt of the customer's claim or complaint.
2. Sy

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Responding to a claim when your company is at fault.

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Responding to a claim when your company is at fault.

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Your response to a customer complaint depends on your company's policies for resolving issues. As a general approach, take the following steps:

1. Acknowledge receipt of the customer's claim or complaint.
2. Sympathize with the customer's inconvenience or frustration.
3. Take or assign personal responsibility for setting matters straight.
4. Explain precisely how you have resolved, or plan to resolve, the situation.
5. Take steps to repair the relationship.
6. Follow up to verify that your response was correct.

Besides taking these postive steps, maintain a professional demeanor. Don't blame anyone in your organization by name. Don't make exaggerated, insincere apologies. Don't imply that the customer is at fault. Don't promise more than you can deliver.

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Bad example letter when customer is at fault

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Bad example letter when customer is at fault

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Good example letter when Customer is at fault

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Good example letter when Customer is at fault

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this is a good example

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1. Thank the reader for writing.
2. Open with the good news.
3. Explain how you will grant the claim.
4.Don't argue with the reader's version of events.
5. Keep your explanations objective, nonvindictive, and impersonal.
6. Apologize only when appropriate, and do so in a nondramatic fashion.
7. Close by encourage a favorable view of your ocmpany and its products.
8. Clarify any remaining actoins the reader should take.

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Responding to a claim when the customer is at fault.

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Responding to a claim when the customer is at fault.

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If you refuse the claim, you may lose your customer. You must weigh the cost of making the adjustment against the cost of losing future business form one or more customers. Your company may have strict guidelines for responding to claims while other companies may give individual employees and managers some leeway in making case-by-case decisions. If you do decide to grant the claim, open with good news. The body needs special attention because you want ot discourage similar claims in the future without insulting the customer. Close in a coureous manner that expresses your appreciation for the customer's business.

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Responding to a claim when a third party is at fault.

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Responding to a claim when a third party is at fault.

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Examples of a third party fault are a credit card processing company or a delivery service. Your company may not have made the mistake, but the customer coudl ask you to resolve the matter anyway. You should know your company's policies be fore responding to any claim. When a third party is at fault, your response depends on your company's agreements with that organization. Regardless of who eventually resolves the problem, if customers contact you, you need to respond with messages that explain how the problem will be solved. Pointing fingers is both unproductive and unprofessional. Customers care about only one issue: resolving the situation.

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Things to keep in mind when writing this type of letter

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Things to keep in mind when writing this type of letter

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When the company is at fault
when the customer is at fault
when third party is at fault

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simple format for granting a claim or replying to requests for adjustments

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Learn English with Let's Talk - Free English Lessons

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Common errors made in Business Writing ( Business Emails & Letters) - Business English Lesson

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Common errors made in Business Writing ( Business Emails & Letters) - Business English Lesson Blog : http://www.learnex.in/business-english-lesson-errors-in-business-emails-and-letters When you make mistakes in writing a business email or a business letter your image doesn't come out as a thorough professional.

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Why you might have to write this type of letter

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Why you might have to write this type of letter

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everyone could use a quick refresher

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Learn English with Let's Talk - Free English Lessons

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05 quick tips to improve your Business Writing - Business English Lesson

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05 quick tips to improve your Business Writing - Business English Lesson Blog : http://www.learnex.in/05-quick-tips-to-improve-your-business-writing In today's business world we are so dependent on emails therefore it is important for us to follow certain Business Writing tips. Most business people have very little experience with writing.

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You should treat the customer with respect. If you handle the situation well, your customer is likely to be even more loyal than before because you have proven that you are serious about customer satisfaction. If a customer believes that you have mishandled a complaint, you will make the situation even worse. They will be more likely to take their business elsewhere without notice and tell many of their friends and family about the negative experience.

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You should treat the customer with respect. If you handle the situation well, your customer is likely to be even more loyal than before because you have proven that you are serious about customer satisfaction. If a customer believes that you have mishandled a complaint, you will make the situation even worse. They will be more likely to take their business elsewhere without notice and tell many of their friends and family about the negative experience.