Claim Correspondence 1
Identify problem clearly (product, service, store, model number).
Explain what happened.
Tell what you expect the reader to do (Propose adjustment).
Conclude courteously.
Tips:
Do not spout off.
Never put the reader on the defensive.
Adjustment Correspondence1
Grant adjustment and apologize for the error.
Explain what caused the problem and why you are adjusting.
Close courteously, offering to be of further service and encouraging the reader to continue doing business with you.
Tips:
Use this as an opportunity to build goodwill and satisfy the customer at a reasonable cost.
Remain respectful and positive.
Do not dwell on the unfortunate situation.
Investigate what happened and learn or make policy.
Refusal Correspondence 1
Create buffer:
Express interest in the situation (but do not appear to be saying yes).
Bridge the gap (¨nevertheless,¨ ¨however,¨ etc.).
Explain why you cannot adjust. Give the facts. (Use passive voice to avoid accusing the reader or mistakenly assuming fault.)
Say no. Restate reasons clearly.
Quickly offer an alternative.
Close optimistically.
Tip:
Use this as an opportunity to convince your reader you are fair and just.
1Adapted from the following:
Brusaw, C.T ., Alred, G.J., and Walter Oliu. Handbook of Technical Writing. 8th ed. New York: St. Martin's, 2006.