Chapter 8, Problem 9LOC

Summary Introduction

To determine:

Etiquette of a routine request for making claims and requesting adjustments.

Introduction:

The most common types of routine messages are asking for information or action, asking for recommendations, and making claims and requesting adjustments. If you’re dissatisfied with a company’s product or service, you can opt to make a claim (a formal complaint) or request an adjustment (a settlement of a claim). The strategies include: maintaining a professional tone, even if you’re extremely frustrated, opening with a straightforward statement of the problem, providing specific details in the body, present facts honestly and clearly, politely summarize the desired action in the closing, clearly stating what you expect as a fair settlement or ask the reader to propose a fair adjustment and explaining the benefits of complying with the request, such as your continued patronage.