Guidelines

Focus on the positive resolution of the problem.

Disarm the reader by admitting a cause for complaint, rather than glossing over the problem.

Explain briefly and positively how the mistake occurred.

• Although we take great pride in our thorough methods for safe packing, someone apparently let this package slip by without the usual precaution.
• Computers and people do make mistakes–both goofed this time.
• I simply did not relay all the details to that department. Please accept my apology for that oversight.

Sound eager, not begrudging, to make the adjustment and regain the customer’s goodwill.

• Thank you for bringing this to our attention.
• You are right about our error. We are happy to…
• We are very embarrassed. You must think we have to work really hard to mess up things so badly! We are doubly chagrined because you are a special customer, and we highly value your business. Please bear with us; we will get the order right this time and will do our best to improve our service to you.
• When any company serves as many customers as we do, there will inevitably be errors from time to time. Nevertheless, even one is distressing, particularly when that customer is as good as you have been.
• Thank you for pointing out the error  before it caused us even more problems.
• Thank you for giving us an opportunity to correct the situation to your satisfaction.

Make an adjustment appropriate to the error. That is, don’t apologize profusely for a minor problem. Such effusiveness sounds insincere. Likewise, don’t gloss over serious errors; show appropriate concern and make amends.
Mention any safeguards you’ve taken to prevent a recurrence of the problem.
Reestablish rapport with the customer.  Assume all is well again

Example 1: Example of Adjustment – Replying Positively

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. Smith:

We are pleased to tell you that we have rescinded our proposed changes to the mileage requirements for travel awards valid for use to and from Singapore. We have listened to our customers and are not too big to admit we have made a mistake. As a result, we can still offer the four first-class tickets you wanted to claim for your frequent-flyer mileage.

At the time you were denied those tickets, we had just recently made the decision to change our policy and had not received any feedback from customers. Consequently, we are happy you wrote again and gave us an opportunity to provide the extra tickets due to you under the old terms.

I know the delay in getting your tickets must have created some anxiety on your part about your planned family vacation, and we are sorry for the misunderstanding.

Please do have a nice, enjoyable vacation with these tickets. Thank you for choosing our airline for all your travel needs.

Cordially,

Example 2: Letter of Adjustment – Claim Approval

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. White:

We are pleased to inform you that the proper credits have been made to your corporate telephone account. Due to a clerical error, you were billed for services rendered to a similar number. Your next bill will reflect a credit of $412.50.

We regret the inconvenience and thank you for promptly bringing the matter to our attention. If you have any additional billing questions, please call our accounts receivable office at (800) 555-5555 begin_of_the_skype_highlighting              (800) 555-5555      end_of_the_skype_highlighting begin_of_the_skype_highlighting              (800) 555-5555      end_of_the_skype_highlighting.

Sincerely,

Example 3: Letter of Adjustment – Claim Adjustment

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Dr. Jones:

Thank you for telling us about the inferior service you received from our employee, Jeanie Wilson. We regret she does not meet the high standards of Kleaning Wizards, Inc.

You are a valued customer. As such, we are going to credit your account next month for $212.00 which equals eight hours of cleaning.

Please call our customer service department if you have any other problems. Thank you for your continued patronage.

Sincerely,

Example 4: Letter of Adjustment – Positive Reply on Claim Approval

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mrs. Johnson:

We appreciate the letter concerning your February account. The confusion is due to the recent changes in our rates and billing policy.

Our new policy became effective last January; however, due to an error on our part, you did not receive notice of these changes. We apologize for this error and are enclosing a pamphlet explaining the new policy. These changes affect delivery services to rural areas, for packages under one pound, and monthly rates for daily pick-ups.

Since we failed to let you know about these changes, we will adjust your bill to reflect our original policy. The new rates will become effective for your company beginning next month.

Sincerely,

Example 5: Letter of Adjustment – Reply Positively

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Brock:

Thank you for sending us the list of discounted books offered by our competitor, TNT Book Distributors. As we have promised our customers, we will not be undersold; therefore, a refund check for $54. 87 from your last purchase is enclosed.

Thank you for allowing us to continue to give our customers quality books at discount prices.

Sincerely,

Example 6: Letter of Adjustment – Claim Approval

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. Murphy:

Thank you for your recent purchase of Deluxe office chairs. We regret you had to return two of the chairs.

There is a defect in the adjustment rods of the model you purchased. As a result, all chairs with this feature are being recalled.

Two new chairs are being shipped to you, and a twenty-five dollar store certificate towards your next purchase is also on its way to you. We appreciate your letting us know about the problem.

Sincerely,

Example 7: Letter of Adjustment – Claim Approval

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. & Mrs. Wendel:

As you have requested, Golden Star Insurance will cancel your policy, effective March 3, 1997. We regret we can no longer serve you and your family.

The coverage premium has been pro-rated for this billing period. You will receive a refund of $142. 76.

We have enjoyed doing business with you. Please let us know if we can assist you in the future.

Sincerely,