Claims & complaints

1.

CLAIMS & COMPLAINTS

2.

CLAIMS-Official claim of a private
person or corporate person about
disturbance of rights.
BE ATTENTIVE!!!
Before complaining,
make absolutely sure
your facts are right.
BE POLITE!!!
If you have to respond to
an unjustified
complaint, be polite and
remember that
anyone can make a
mistake

3.

MAKING GENERAT
COMPlAINTS
1. you need to
decide whether it is
appropriate to use fax or
email,where privacy can
not be guaranteed, or
to write a letter
2.Do not delay!!!
Complain as soon as you realize a
mistake has been made;
delayweakens your
case and can complicate the
matter as details
may be forgotten
Examples
- We would like to
informyou...
- I am writing to
complain about ...
-We must ask you
to...

4.

REMEMBER ABOUT
THE LANGUAGE!!!
Do not be rude or personal!
You may
antagonize someone who has
Emotionalt erms like disgusted ,
probably had
nothing to do with the error
injuriated or
and, rather than
amazed haven no place in business
getting it corrected he or she
could become
Unless you can fulfiI our order seficiently in defensive and diftcult to deal
the future we wiII have to consider changing with.
- You must correct your mistake as
to another supplier.
soon as possible.
- You made an error on the statement
DO NOT USE!!!
-words like/fault it is your fault,our
fault) or blame /you are to blame
*
Use the passive and
impersonal
structures!!!
-The mistake must be corrected as soon
as possible.
- There appears to be an error on the
statement

5.

Don't forget to explain the problem and to suggest a solution
Politely point a mistake to your
supplier.Sometimes when a mistake occurs
Several times you may be able to work out why
it is happening more quickly than the
company you are dealing with.
-- I think the reason that wrong sizes have
been sent to me is becaus I am ordering in
metric sizes and you are sending me sizes
measured in feet and inches I would
appreciate your Iooking into this
If you think you know
how the mistake can be
Corrected let your
supplier know
Rather than send a credit note
you could send six replacements
which w ould probably be easier
than adjusting our accounts.

6.

REPTYING TO LETTERS OF COMPTAINT
-Acknowledge that you have received the complaint, and thank your customer for
informing you
-Do not leave your customer waiting but tell them what you are doing straight away. In
this case an email or fax message is appropriate as the customer then knows
immediatelyt hat you have received the complaint and are doing something about it.
-If the complaint is justifled, explain how the mistake occurred but do not blame your
staff.
-Having acknowledged your responsibility and explained what went wrong, you should
put matters right as soon as possible and tell your customer that you are doing so.
-If you think the complaint is unjustified,
you can be firm but polite ln your answer.
But even if you deny responsibility you
should always try to give
an explanation of the problem.
-It is useful when closing your letter to mention
that the mistake, error, or fault is an exception, and it either rarely or never happens.
You should also of course apologize for the inconvenience your customer experienced