B.tech top schools in india
35
Top school in India By: school.edhole.com
Transcript of B.tech top schools in india
Contents
About adjustments and refusals Steps and Guidelines of writing
adjustments and refusals Sample AnalysisUseful Sentence Patterns Exercises
school.edhole.com
Questions What order can be used in writing an
adjustment letter? Why? Sum up the general steps of writing an
adjustment letter, please. What order can be used in writing an refusal
letter? Why? What are the two main goals in a refusal
letter? How to achieve them?
school.edhole.com
About Adjustment and Refusal
In business world, though unexpected, it is unavoidable to receive complaints and claims.
Complaints and claims are to be said the most difficult business letters to respond to.
school.edhole.com
Adjustment Letter
When you grant an adjustment, the situation is a happy one for your customer.
A letter written in the direct order is appropriate.
school.edhole.com
Introduction
In business world it is unavoidable to receive complaints and claims. How to appropriately resolve the matter becomes a tough and challenging task. It is said the most difficult business letter is to respond to complaints and claims. However, there are still some useful tips for writing it without damaging the company's image.
school.edhole.com
Adjustment
When you get a complaint or claim, you may either grant an adjustment or reject it depending on the circumstances. When you grant an adjustment, the situation is a happy one for your customer. You are correcting an error. You are doing what you were asked to do. As in other positive situations, a letter written in the direct order is appropriate.
school.edhole.com
The direct-order plan follows these general steps:
1. Begin directly---with the good news.
2. Incidentally identify the correspondence that you are answering.
3. Avoid negatives that recall the problem.
4. Regain lost confidence through explanation or action.
5. End with a friendly, positive comment.school.edhole.com
Refusal
Refusal of a request is definitely a bad news message; therefore, an indirect order is preferred. In the refusal letter, you have two goals. The main one is to say no; the other is to maintain goodwill. You could achieve the first goal by simply saying no --- plainly and directly. Maintaining goodwill, however, requires more.
school.edhole.com
The following general pattern will help you better handle the tasks:
1. Begin with words that indicate response to the request and are neutral as to the answer.
2. Present your justification or explanation, using positive language and you-viewpoint.
3. Refuse positively.4. End with adapted, goodwill comment.school.edhole.com
Acknowledge receipt of a complaint letter
Yes No
Apologize for the error Regretting for dissatisfaction
Admitting responsibilities Explaining for rejection
Explaining briefly the fault Rejecting tactfully
Proposing to solve the problem
Offering specific solution Directing to third party
Concluding by keeping the goodwillschool.edhole.com
Sample Analysis
1. Adjustment for the wrong materials
Dear Mr. Presley:
The correct consignment of the clothing material will reach you within 20 days.
school.edhole.com
I'm grateful for your letter dated September 1st. We're sorry to learn that the clothing materials don't match the sample. After careful examination, we found that we had misfilled your order and another order that was different from yours with only one letter. We have arranged for the correct consignment and it would arrive at your place by September 24th.
As compensation for the wrong delivery, I would like to provide you a 5% discount on this consignment, and I hope such an arrangement is satisfactory to you.
Yours sincerely,school.edhole.com
2. Adjustment to claim on the quality problem
Dear Mr. Woods:
Thank you for your letter of March 3rd and we will take care of your broken-down sewing machines.
school.edhole.com
It is our common practice to carry out a careful screening to ensure our machines functional and reliable before they are finally sent out to customers. We are so confident and proud of our quality that our warranties run for as long as the customers possess the products.
school.edhole.com
Your letter informing us of the problem has been handed to the Technology Department. The senior engineers will make a careful research to find out the potential problem areas. Simply send us the bill for the repairs and we'll reimburse （偿还） you the costs.
For any problems arising with this or any other machines we produced, simply take it to your nearest Sharp Machine Distributor who will repair it at no expense for you.
Sincerely yours,
school.edhole.com
3. Refusal to claim on replacement
Dear Mr. Mitchell:
We understand your concern about the software Model 4050 you mentioned in your letter of May 6. We are willing to do as much as we reasonably can to make things right.
From your description and our staff's careful research, we found that there was something wrong in the computer networks you adopted.
school.edhole.com
As it is stated in the operating instruction, this software is solely compatible with Windows XP, which is different from Windows 98. And before you use this software, you should have to install the starting system （驱动系统） at the bottom of the box first. But you haven't installed it.
Therefore, please install the starting system first and then try it with Windows XP. For other procedures, please follow the procedures strictly with our instruction brochure.
school.edhole.com
We hope the software will bring much convenience and profit to you.
Frankly yours,
school.edhole.com
4. Refusal to request for compensating for the damaged material
Dear Ms. Wilson:
Every customer has a right to expect the best product and service from Caring Plastic Material. Every caring material is the result of years of experimentation.
school.edhole.com
I have routed your letter of August 10th attached with photos to our production department. After careful inspection in our laboratory, we find that the materials Series 0150 you intended for refund were apparently exposed to a long-time sunlight. As we have noted from the beginning as well as mentioned in our advertising, Series 0150 cannot be shined for a long time.
school.edhole.com
However, Series 2115 can withstand （经受住） exposure to all sunlight. They share all the merits of Series 0150 and are sunlight-proof and waterproof. They are also economical. If you need further details and any help we can offer on your selection, please call us at 01-45-4318188 or send us an e-mail at [email protected].
Frankly yours,
school.edhole.com
5. Adjustment of a wrong order
Dear Mr. White:
I would be disappointed to lose your
cooperation, but even more disappointed to lose your faith and friendship in our firm. So I sincerely thank you for your letter that was written in friendliness to give us another opportunity.
school.edhole.com
I am sorry that you had to send the wrong order back, which, I know, is really bothering. Though you didn‘t send back the leather chairs of which we sent the wrong style and the amount is not that much, we want to made it right. We will immediately send the sandal-wood （沉香木） chairs that you wanted.
school.edhole.com
I must apologize again for the inconvenience has caused you. If you want to change any other items in your order, let me know and we will send them to you. You can return them when you are convenient. A check for postage （邮资） is also enclosed as we don't expect to have you pay the extra expense because of our mistakes.
You have been a customer of long standing （多年的） . We will try our best to avoid mistakes in serving you.
Yours sincerely,school.edhole.com
6. Refusal to claim on the wetted rice
Dear Sirs:
We have received your letter of October 15, but we are surprised to know your unreasonable request.
Obviously, the rice was wetted by the seawater during the transportation, so you shouldn't claim on us. You have to write to those who are responsible.
Sincerely yours,school.edhole.com
Useful Sentence Patterns
1. Beginning
Adjustment
1. 通过随信所寄的……支票，牛顿公司向您保证您的满意对我们十分重要。
The attached check for... is Newton's way of assuring you that your satisfaction is very important to us.
school.edhole.com
Refusal
1. 我们非常理解您对……的关注。我们将一如既往尽最大努力把事情办好。
We understand your concern about the.... As always, we are willing to do as much as we reasonably can to make things right.
2. 感谢您的订货和要求。我们为有机会尽我们所能为您服务不胜感激。
Your order and request are sincerely appreciated. We are always grateful for the opportunity of serving you in the best way we can.
school.edhole.com
2. Indirect Refusing
1. 我们认为不能退换。 We must consider the sale final.
2. 鉴于以上解释，您应该理解为什么我们要维护我们的保修规定。
In view of this explanation, you will understand why we must stand by ourguarantee policy in this case.
school.edhole.com
3. Ending
1. 感谢您给我们解释的机会。我们将继续努力工作提供您期待得到的服务。
Thank you for this opportunity to explain. We shall continue to work hard to provide you with the service you have a right to expect.
2. 希望您再次光临本店，盼望有机会为您服务。 We hope to see you again in the store, and we
look forward to the opportunity of serving you.
school.edhole.com
3. 我们总是乐于与贵公司做买卖，并将继续以高质量的工业设备为您提供服务。
We are always pleased to do business with your organization and will continue to serve you with quality industrial equipment.
school.edhole.com
Exercise: Your customer, Mr. Bidwell wrote to you
that you had sent him the wrong bill with $150 overcharged. After calculation, you found that he had missed to calculate the transportation fees.
Now write him a letter to refuse his request.
school.edhole.com
Dear Mr. Bidwell,
Thank you for your letter informing us of the incorrect amount we charged under your calculation.
After checking the bill carefully, we found that there should be a transportation fee included, whose amount is just $150. The list of the bill is enclosed for you to check.
school.edhole.com
We also enclose a 5% discount coupon for your next purchase. Looking forward to serving you again.
Frankly yours,
school.edhole.com
