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Overview of the Project:
You are now the Customer Service Manager with Valhalla. Write an adjustment email in
response to the claim email you wrote for your previous assignment. You are granting
the claim. Your company was at fault,
Please refer to the strategies for writing for adjustment letters discussed in class. Refer
to our text for the adjustment content (280). In particular, remember to address the
following:
Use the direct method so announce the good news immediately.
Consider the adjustment letter as an opportunity to build customer loyalty and
promote further business. Empathize with the customer’s frustrations.
Acknowledge both the problem with product and the delay in sending a
replacement.
Explain what caused the problem with the product.
Apologize for the 10 -week delay in processing the return and replacing the
product. Explain how that delay happened and how you have or how you plan
to resolve the situation so that faulty products are not shipped and returns are
processed correctly.
Take steps to repair the relationship (what can you offer the customer?)
Close in a courteous manner that expresses your appreciation of the customer’s
business.
Key Parts of the Message:
Specific subject line referring to previous correspondence and the main topic
Direct and concise introductory sentence that announces the good news
Detailed explanation of the reasons for the decision
Courteous close that is “you” focused
Format:
Email. Include your phone extension and your email at the end of the email should the
customer wish to contact you. Never make someone hunt for that information.
Dear Sarah Duerden: Note use of colon in business writing
Grading Criteria:
Positive Language: choose “neutral” words rather than emotionally laden ones
Error free writing (Make sure subjects and verbs agree and nouns and
pronouns. Pay attention to verb tenses.
Plain English: “simple” word choice and direct sentence structure.
Appropriate, mid-level diction.
Visually pleasing (use of white space, bulleted items, bold or underline).
Shorter logically organized paragraphs
A “You” Attitude: show the reader you want to keep his or her business
Organized and developed paragraphs
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