Granting Claims and Requests for Adjustments by https://padlet.com/sierra_snodgrass/Granting_claims_requests Made by Sierra and Rachelle en-us 2017-04-26 16:18:11 UTC 2025-09-28 05:13:46 UTC hello@padlet.com https://padlet-assets.s3.amazonaws.com/icons/Lovecoffee.png 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. rachelle_pratt https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168429295 2017-04-26 16:29:34 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168429295 Why you might have to write this type of letter sierra_snodgrass https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168429313 2017-04-26 16:29:38 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168429313 Responding to a claim when your company is at fault. rachelle_pratt https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168430213
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.

]]> 2017-04-26 16:32:22 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168430213 Characteristics of Good Letters sierra_snodgrass https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168430822 2017-04-26 16:34:33 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168430822 Quick tips for Business Writing sierra_snodgrass https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168432550 everyone could use a quick refresher

]]> 2017-04-26 16:39:52 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168432550 Responding to a claim when the customer is at fault. rachelle_pratt https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168432712 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.]]> 2017-04-26 16:40:31 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168432712 Common Errors to avoid sierra_snodgrass https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168433159 2017-04-26 16:41:49 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168433159 Simple format sierra_snodgrass https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168434036 simple format for granting a claim or replying to requests for adjustments]]> 2017-04-26 16:44:25 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168434036 Responding to a claim when a third party is at fault. rachelle_pratt https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168434274 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.]]> 2017-04-26 16:45:07 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168434274 Things to keep in mind when writing this type of letter sierra_snodgrass https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168435174 When the company is at fault
when the customer is at fault
when third party is at fault

]]> 2017-04-26 16:47:38 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168435174 Pointers for granting a claim rachelle_pratt https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168435751 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.]]> 2017-04-26 16:49:16 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168435751 Good example letter when Customer is at fault sierra_snodgrass https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168438247
this is a good example 

]]> 2017-04-26 16:56:18 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168438247 Bad example letter when customer is at fault rachelle_pratt https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168441797 2017-04-26 17:07:06 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/168441797 https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/501427711 2020-04-10 00:42:15 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/501427711 https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/823009068 2020-10-12 22:19:00 UTC https://padlet.com/sierra_snodgrass/Granting_claims_requests/wish/823009068