QS Study

Factors to be considered while drafting Adjustment Letter

An Adjustment Letter is a written response to a claim letter sent by a customer by a business representative or manager. An adjustment letter is generally written after a client of the business makes a material claim. In drafting adjustment letter, the following points should be kept in mind so that it can convince the affected buyer:

  • Acknowledging the claim letter: At the bagging of the adjustment letter, sells should acknowledge the claim letter of the customer and thank the customer for pointing out the mistakes.
  • Regretting for mistakes: Reply letter should regret for the mistakes and inconvenience of the seller sincerely. If the seller is definitely at fault, he can apologize by saying, ‘I am sorry’, ‘we apologize’ etc.
  • Immediate reply: After receiving the complaint from the buyers, the seller should give its reply immediately. Delay in reply may create further arrogance.
  • Granting immediate promise: If the customer demanded for something specific like a refund or replacement, the seller should grant the promise immediately.
  • Assuring preventive measures: After receiving the claim from the customers, preventive measures taken by seller should he indicated. Seller must also assure the customer that he will not face any such inconvenience in future.
  • Offering further cooperation: In order to promote goodwill of the company and sustain relationship with customers, the seller should offer further cooperation and assurance of satisfaction.
  • Convincing customer: it the claim of the customer is unfair, unreasonable and unjust, the seller should not react violently. Rather, he should convince the buyer to consider the matter from the seller’s angle.
  • Courteous and friendly language: The language of adjustment letter must be courteous and friendly. Such language will cool down the anger of the buyer.
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