business comm 2

What is the value of the real-time feedback of customer comments?

Customer comments offer real-time feedback that may help clear up supply chain bottlenecks, expose product flaws, and improve operating instructions.

Written claim letters are taken more seriously than e-mails and provide a record of what happened

Direct claim letters are taken more seriously than e-mails and provide a written account of what happened. When you expect the receiver of the claim to agree with you, you should use a direct approach because no persuasion is required.

Effective direct reply letters

Effective direct reply letters identify the subject in the subject line and any previous correspondence, place the most important information first, list answers to the customer's questions in the order asked, use graphic devices to make the message more readable, help readers find additional information by providing clear references, and close pleasantly with a forward-looking statement.

A subject line can be included in a reply letter to help the reader identify the topic immediately and refer to previous correspondence. If used, a subject line should be placed two lines below the salutation.

Effective direct reply letters often include a subject line

What should the body of the claim letter do?

The body of a claim letter should explain the problem and justify the request by documenting the facts logically, objectively, and unemotionally; by providing specific details about what went wrong; and by avoiding blame and accusation. Although sending copies of pertinent documents is a good idea, do not send originals.

What should you include in the body of a direct claim letter?

The body of a claim letter should explain the problem and justify the request by documenting the facts logically, objectively, and unemotionally; by providing specific details about what went wrong; and by avoiding blame and accusation. Although sending copies of pertinent documents is a good idea, do not send originals.

for a direct claim letter

When the remedy is obvious, state it immediately.