How does writing an adjustment letter differ when a claim is allowable and when a claim is clearly nonallowable?

Question

What will be an ideal response?

Answer 1

When a claim is allowable, you should use the direct approach and grant the adjustment in the
opening sentence. Admit that it was your fault, without arguing or trying to avoid responsibility.
You should also strive to keep the customer's goodwill throughout the letter. In an effort to
maintain goodwill, some companies will even grant doubtful claims if the costs are not
excessive. In this way, they develop an excellent reputation among their customers and gain
new business.
Although a business may strive to satisfy its customers and may have the most lenient claim
policy in its industry, it will encounter situations in which claims simply cannot be allowed. For
such claims, where the reply is clearly no, the adjustment letter should have a positive tone
and should also maintain the customer's goodwill. The writer should use the indirect approach;
start with a buffer, which gives the reasons before the refusal, and then end with another
buffer.