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Effective Requesting and Handling Customer Claims Guide

Learn how to request information, ask for recommendations, make claims, and handle adjustments politely and professionally. Understand how to respond to routine requests related to company, customer, or third-party faults. Get insights on granting claims and adjustments with courteous and positive communication strategies. Enhance relationship management skills through acknowledgment, ownership, sympathy, explanation, repairing relationships, and follow-up processes.

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Effective Requesting and Handling Customer Claims Guide

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  1. Writing Routine Requests and Positive Messages Chapter 8

  2. Requesting information • Asking for a recommendation • Making claims • Adjustments Routine Requests

  3. Start with the main idea Provide necessary details End with a courteous close Responding to Routine Requests

  4. Company’s fault • Customer’s fault • Third Party’s fault Granting claims and adjustments

  5. Acknowledge receipt of the claim or complaint • Take ownership • Sympathize with the customer • Explain how the complaint will be handled • Explain how the complaint will not be recurring • Take steps to repair the relationship • Follow up!!! Company is at fault – do you use the word

  6. In this case, you can refuse the claim or do as the customer requests • If you decide to refuse the claim, be delicate when delivering the news • If you decide to grant the customer’s request, make sure you inform the customer of how the product was not a fault of the company’s. Customer is at fault

  7. How would you handle it? Third Party at Fault

  8. Congratulatory Appreciation Goodwill Positive Messages

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