14.5 What are the parts of complaints? Characterize them.

1) Introduction: you should identify the reason you are writing for.

2) Background (explaining the problem): This paragraph provides the first part of the narration of the problem. It essentially tells a story with specific details and dates specifying the nature of the complaint.

3) Suggesting a solution: This part contains the request for compensation, which is preceded by some justification for that compensation.

4) Closing: move to a conciliatory tone here in this final paragraph. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten.

5) Enclosures: any documents which you consider necessary to be enclosed (e.g. receipt).

15. Adjustments

15.1 The objective of an adjustment

Replies to complaint letters, often called letters of “adjustment” or “compensation letter”.

The objective is to inform a customer of a corrective measure that will resolve an unsatisfactory situation. It also serves as a legal document notifying the recipient that the complaint has been received and is being properly handled.

15.2 The rules for writing adjustments

• First the correspondent must find out whether the complaint is justified or not. If that cannot be as­certained within a few days, he should write the customer immediately that he is investigating and will send a full reply soon.

• Replies must always be courteous;

• If the complaint is justified, the sellers should at once apologize to the buyers and offer a suitable compensation or indemnification or suggest a solution.

• If on making a claim the buyers have offered to keep the goods, the sellers will probably agree to this and to a price reduction.

15.3. The parts of adjustments

Parts of adjustments

1. Opening: Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. Acknowledge that you have received the complaint, express your concern over the writer's troubles and your appreciation that he has written you.

2. Explaining the mistake If the complaint is justified, explain how the mistake occurred but do not blame your staff; you employed them, so you are responsible for their actions. There is no need for the suppliers to go into a long story of how the mistake was made; a short explanation will be enough. Explanations for why the situation occurred are of less importance than the solution.

3. Getting time to investigate the complaint Sometimes you cannot deal with a complaint immediately, as the matter needs to be looked into. Do not leave your customer waiting, but tell him what you are doing straight away.

4. Solving the problem Having acknowledged your responsibility and explained what went wrong, you must, of course, put matters right as soon as possible and tell your customer that you are doing so. If you grant the request, don't sound as if you are doing so in a begrudging way

5. Rejecting a complaint If you think the complaint is unjustified, you can be firm but polite in your answer. But even if you deny responsibility, you should always try to give an explanation of the problem. Refusal of compensation tests your diplomacy and tact as a writer.

6. Closing It is useful when closing your letter to mention that this mistake, error, or fault is an exception, and it either rarely or never happens, and of course you should apologize for the inconvenience your customer experienced. Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business, assure him that such a thing will never happen again. Finally, let your customer know how much you appreciate the business connection with him. If possible, point to a new line you are bringing out or make him a special offer.