Characterize the different types of claims and their advantages and disadvantages

Answer 1

Claim messages are often routine because the basis for a claim is a guarantee or some other assurance that an adjustment will be made without need of persuasion. However, when an immediate remedy is doubtful, persuasion is necessary. Often, any reasonable claim will be adjusted to the customer's satisfaction. Therefore, venting strong displeasure in the claim message will likely alienate the claims adjuster— the one person whose cooperation is needed. Companies should welcome claims. Only a small percentage of claims are from unethical individuals; the great bulk is from people who believe they have a legitimate complaint. Complaints help companies identify problem areas and correct them. Another advantage that companies derive from the claim process is that when complaints are handled appropriately, complainers can become very loyal customers. Thus, the way a complaint is handled determines, to a large extent, the goodwill toward the company. Like sales messages, persuasive claims should use an inductive sequence. Unlike routine claim messages, persuasive claims do not begin by asking for an adjustment. Knowledge of effective claim writing should never be used as a means of taking advantage of someone. Hiding an unjustifiable claim under a cloak of untrue statements is difficult and strictly unethical.