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Claim and Adjustment Messages


One of the best ways to resolve problems or errors that you encounter in business dealings is to write a claim letter requesting an adjustment. Writing a routine claim letter using the direct approach is appropriate if you can reasonably expect the adjustment to be granted. If your claim is not clear-cut, you should write a persuasive claim letter using the indirect approach.

When you are responding to a claim letter, you have three choices. If you grant the adjustment, use the direct approach and give the good news in the opening sentence. If you deny the adjustment or compromise on the adjustment, use the indirect approach—never start a letter with bad news.

To save time, you can prepare a form reply for an adjustment when you receive numerous requests about the same problem. A form reply should still sound and look like a personal letter.











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