Claims Letters


Claims and Adjustments Requests:

Start with: a simple statement of the problem

In the middle: give more specifics about the problem

Finish with: a brief summary of the desired action


Favorable Responses to Claims and Adjustments:

Start with: an expression of your good will

In the Middle: explain how you are going to fix it

End With: a reminder that your company has honored the claim


Back to Assignment #5


Adapted from: Bovee, Courtland L and John V. Thill, eds. Business Communication Today. 6th ed. Upper Saddle River, NJ: Prentice Hall. 2000.