Granting Refunds, Returns and Other Allowances

If a claim warrants an adjustment, grant the adjustment willingly and positively. As any good Vietnamese translator in New York City knows,  satisfied customers are loyal customers. When granting an adjustment, begin with the good news rather than burying it in the letter. If your firm is at fault, a sincere apology – We’re sorry – goes a long way toward rebuilding customer confidence. Everyone makes mistakes; we admire and trust those who admit and try to correct their errors.

Once the the good news is presented, a Houston translator recommends that companies should explain fully what went wrong. Or explain what your company does to maintain quality control. If you omit an explanation, you leave the impression that such problems are common or beyond control. In your explanation, do not blame employee incompetence.

Customers aren’t interested in scapegoats; they simply want an adjustment and an explanation. Blaming an employee can make the firm look bad. Finally, never say the problem will ever recur; mishaps are inevitable.

End your letter on a positive note. Do not (l) suggest future problems, (2) remind the reader of his or her disappointment and the inconvenience suffered, or (3) apologize again. Instead, on German translator in Miami recommend that you focus on the solution, not the problem, and end with resale. Also, thank the person for writing. Because you want continued business, your task in adjustments is to regain customer confidence. Therefore, your adjustment and explanation should demonstrate your company’s integrity and its commitment to satisfying customers.

Routine Claims and Adjustments

Claim letters request adjustments for such things as defective or damaged merchandise, inadequate or inappropriate service, or any grievance concerning goods or services. Adjustment letters are responses to those claims.

Writing Claim Letters

A Spanish translator in Indianapolis suggests that claim letters fall into two groups: routine claims and persuasive claims. Routine claims follow the direct plan since the claim is typically backed by a contract, warranty, guarantee, or the company’s reputation for fair and honest treatment of customers. Persuasive claims aren’t as clear-cut. You have to persuade the company of your claim’s merits before you request a specific action such as a refund, exchange, or credit.

When making a routine claim, many Houston translation services companies suggest that translators follow the direct plan. State your request or problem in the first sentence, then explain. Close courteously, repeating the action desired. Thanking the company in advance is presumptuous and unnecessary. If the claim is valid, a reputable firm will honor it. If you wish, once the firm has resolved the claim, you can write a thank-you note.

Keep your tone courteous and reasonable. Understandably, you might be angry or frustrated with, say, a defective product, but insulting or berating a reader is offensive. Since no one appreciates being insulted, your reader could retaliate by ignoring your claim. It’s far less important to express your dissatisfaction than to achieve results: a refund, a replacement, improved service, better business relations, or an apology. But don’t make your tone apologetic or meek either. Explain objectively, yet firmly, why you’re dissatisfied and stipulate whatever reasonable action the firm must take to satisfy you.

Lastly, when pressing a claim, some companies offering Japanese translation in Chicago have explained the problem and give enough details so the reader clearly understands the basis for your claim. For instance, it is better to say that the alarm clock you bought gains an hour a day than to say it’s defective. Identify the faulty item clearly, giving serial and model numbers. Then propose what you consider a fair adjustment, phrasing your statement so your reader will honor your claim.

In the following letter, the writer assumes that the firm will honor his claim, so he doesn’t ask whether it will. Rather, he works from his assumption and asks directly how to return his skis for repair. Note that the writer uses an attention line to direct his claim to the right department (he doesn’t know the name of the person responsible for making adjustments, and he wants to avoid an awkward salutation such as Dear Sirs, Gentlemen, or Dear Ladies and Gentlemen. The subject line and its reemphasis in the first sentence make clear the nature of the claim. Although the letter is a routine claim, the time span is worth noting; sixteen years separate the purchase from the claim, which is based on a lifetime guarantee.

Responding to Credit Requests and Inquiries

Most Denver translation services specializing in businesses communication will answer two types of letters about credit for their clients: potential customers requesting credit, and firms requesting information on a credit applicant. Unless circumstances indicate that an individualized letter is preferable, as in the case of a potentially large account, form letters are acceptable for favorable credit replies.

The following form letter prepared by a Chicago Translation company follows the direct plan, giving the good news right away: Credit has been approved. Next, credit terms are explained and the letter closes positively. The handwritten postscript provides a personal touch, even though it tries to sell something.

Your credit line has been approved for $2,500. You may begin using your account immediately.  Finance charges are computed on your average daily balance during the billing period by using a periodic rate of 1.5% monthly (18% annually) on a balance of less than $500, and 1% monthly (12% annually) on a balance over $500. You may pay your entire new balance within thirty days of the closing date, and avoid additional finance charges.

Thank you for opening your account with Home Care.

We look forward to serving you.


Janet Hamilton
Credit Manager

Businesses respond to credit-information requests from other companies. Often the inquiring company will send a time-saving, fill-in-the-blanks form letter with such questions as:

  • How long has the customer had a credit account with your firm?
  • What are the customer’s paying habits and credit limit?
  • How much does the customer now owe?

If a form letter doesn’t fit the circumstances, the company sends a direct-request inquiry. A Spanish translator in Kansas City has provided an example of a  letter that responds to such an inquiry. Notice that the writer makes no personal judgments; she sticks to the facts concerning Mr. Rudner’s account with her company. And although she ends on a positive note, she stops short of making a recommendation, since she can only describe Mr. Rudner’s payment history, not his future payment habits.

Responding to Inquiries About Personnel

Aside from the types of inquiry messages that we have already discussed, companies receive inquiries from other firms, from other divisions within a firm, outside organizations and other organizations about personnel or credit issues. As a Spanish translator in Houston explains, plan for answering such inquiries is identical to that for questions about services or products:

Begin by identifying the topic and stating the main point, then provide supporting information.  When replying about past or present employees, you have additional responsibilities. They include: (I) being fair to both employee and inquirer by providing a frank performance report, and (2) providing the information in “good faith.” For additional information regarding what you can and cannot do in a personnel report, consult a lawyer or visit your local legal library.

The following memo supplied by a Washington D.C. Translation company is Susan Harris’s reply to Michael Brady’s inquiry about Jacob Davis, a candidate for promotion to the company’s San Francisco office. Note that Harris’s appraisal is specific. Rather than simply saying that Davis is intelligent and highly motivated, she shows this with specific examples. Note also that she is fair and honest in her evaluation of Michael’s flaws, subordinating them to his positive traits, which, she believes, outweigh the negative ones. Harris’s evaluation contains several items essential in personnel reports. She notes the length of time she has known Davis, and the type and quality of his work. She answers all direct and implied questions concerning his suitability as sales director.

Michael Brady is an intelligent, highly motivated salesperson. During his six years in our Northeast office, he has reversed declining sales trends with three major accounts, opened and serviced six accounts totaling over one million dollars yearly, developed merchandising surveys for prospective accounts, and created and implemented sales proposals in conjunction with the General Manager and Director of Sales. For the past three years, he has been our top salesperson.

Our clients are pleased with Michael’s work, often mentioning his warmth and reliability. At least four times that I know of, when stock couldn’t be delivered by the promised date, Michael has loaded his own car and trailer and driven all night to get the merchandise to clients on time for a sale.

Michael’s motivation has led to some problems in the office. Because of his competitiveness, Michael has little patience with less competent sales people, and will, at times, make disparaging remarks about them to the office staff. And his constant striving to meet his clients’ needs has led to some heated arguments with the shipping department when merchandise isn’t delivered on time.

Overall, however, he is the best salesperson I’ve seen in my 18 years with the company. Would he be a good sales director for the west coast? I believe so. His ambition and motivation would certainly help west coast sales, and his belief that clients deserve full support will impress our clients there as it has here. Because Michael has no patience with incompetence or half-hearted efforts, he would quickly weed out mediocre staff, only keeping people who demand as much of themselves as he does of himself. With some guidance from you on interpersonal relations, he could possibly become our most effective sales director.


Companies write and receive requests and inquiries daily concerning products, services, personnel, and operations. Responses to these routine inquiries and requests are excellent opportunities for firms to promote sales and goodwill.  Such letters should be answered promptly and graciously, as an inept response can generate more negative feelings than no response at all.


When inquiring about a firm’s products or services, Chicago German translation workers instruct their clients to be clear, specific, and brief. Vague, general questions will elicit vague, general answers. If you have a number of questions, list them rather than embedding them in paragraphs. Lists can help your readers organize their answers, thereby increasing your chances of getting all the information you want.

Responding to Inquiries

To promote goodwill and sales, your response to letters about products and services should be prompt and cordial. Often, Denver Translation workers find that companies successfully use form letters to answer general inquiries. In some cases a form letter, or, for that matter, a personal letter that doesn’t answer all the prospective customer’s questions, does little to retain goodwill. If customers can’t get specific answers, they will turn elsewhere for both the answers and the product.

Most inquiries concern products and services. Companies also receive a variety of requests or inquiries from students working on course projects, researchers and educators studying business practices, organizations seeking information, and people seeking answers to particular problems.

Insightful companies answer all reasonable inquiries promptly, since at the least, they know they are enhancing their images and promoting goodwill – while helping someone.

Writing And Formating Letters For A Professional Appearance

In business, a letter’s format and appearance are important since an odd format or poor appearance can distract readers from the content. Moreover, a messy letter conveys an implied message: The writer doesn’t care about the reader. To avoid such problems, Washington D.C. Translation services follow standard conventions (heading, inside address, etc.), use an accepted format (e.g., block, modified, AMS), and be sure the letter’s appearance doesn’t call attention to itself. Lastly, never sign a letter until you’re sure it’s perfect. Remember: Regardless of who processes the letter, if you sign it, you are responsible for its appearance and content.

A letter creates a relationship between you and your reader. Therefore, Houston Translation workers suggest that effective letters always have a you perspective; that is, the letter’s tone should show respect and concern for the reader’s feelings and attitudes. If you bury readers in clichés, letterese, and pompous, inflated prose, they are bound to conclude that you care little about your relationship to them. Thus, consider your readers; use plain English and a pleasant tone.

Because your reader will react favorably, good-news letters such as favorable replies to requests and claims should begin directly, that is, the major point or idea should be stated first. Once you’ve given readers the information they want, follow up with supporting details.

Bad-news messages, on the other hand, should begin indirectly, since readers are more likely to accept your refusal once you’ve given an explanation.

Writing And Translating Rejection Letters

A lot of individuals think of being rejection as a personal failure; being rejected for employment, membership or credit or perhaps getting turned down in less delicate facets. Of course, professional choices should never be based only on the ability to stay clear of injuring another person’s emotions; however combining negative information with genuine concern for the other individual’s requirements permits the audience to better recognize that your choice was grounded in a business judgment, instead of a personal judgment.

When it’s time to write a bad-news message, it’s essential to tackle two fundamental concerns. For instance, New York City Italian Translation workers believe that the very first items to be concerned with is the tone that will most effectively help generate a positive outcome.  For instance, on October 29, 2012, New York, New Jersey and other parts of the east coast were flooded by a major hurricane known as Sandy, and early estimates predicted property losses would exceed $33 billion in New York alone.  As an insurance adjuster, what tone would you have used to inform property owners that they are going to be getting merely a portion of what they anticipated from their insurance claim? In bad-news messages, you need to embrace a tone that facilitates a few distinct objectives:

• You need your audience to recognize that your bad-news message presents a solid decision.

• You need your audience to realize that given the situation, your conclusion is reasonable and justifiable.

• You need your audience to support your decision and maintain a favorable opinion toward your company.

Using the proper tone, translators at Houston Translation Services companies present an unpleasant position while retaining the audience’s pride. One way to do this is to frequently apply the “you” attitude. For instance, explain the way your choice could possibly advance the audience’s objectives, despite the fact that it initially leads to discouragement. It’s also possible to express concern by seeking out the best in your audience. Even though the individual is responsible, imagine that they are keen on acting reasonably. You’ll be able to relieve the anguish by employing positive instead of negative phrases.

The other concern that should be addresses is what order of the primary thought and supportive details will most reduce the audience’s frustration? The solution is found by selecting among the two primary techniques such as the indirect strategy, where you provide supporting details first, and then the main idea; and the direct strategy, where you state the main idea first and then the supporting information.

Composing Directives and Instructions

Directives are memorandums that inform workers how to react in a certain situation. Instructions, used to explain to individuals outside and inside a business how something must be completed, might take the form of memorandums, emails, or even pamphlets. According to Houston Translation services workers, directives and instructions are regarded as routine messages since the intended audience is thought to be inclined to conform.

For most Chicago Japanese Translation workers, the aim in composing directives and instructions is to be so clear and the actions so easily defined that the audience won’t need any extra support. Internal directives and instructions are particularly critical: poorly composed directives and error plagued instructions lead to waste and inefficiency. The example directive that is provided below describes precisely what workers need to do:

Make sure you forward your employee vacation dates for December and January, no later than December 1, 2013.

The last day for turning in your vacation schedules has been moved back by 3 weeks, as a result of our new human resource management scheduling system. The new due date will provide your line staff a longer period to establish their holiday plans.

Please complete the electronic form located on the intranet site that was recently shortened, for documenting and submitting December and January vacation schedules.

Observe that the sample directive is short and to the point. Long messages are unneeded due to the fact that the audience is anticipated to easily continue on a well-established procedure. Nevertheless, it addresses all of the important points by addressing these questions:

Who? What? When? Where? Why? How?
Instructions need to answer the same questions, but as Milwaukee translators claim, they differ from directives in the amount of explanation they provide. For example, Zoe Cousin might write a simple three-sentence directive to employees to tell them of a change in the policies regarding employee scholarships; however, a detailed set of instructions would be more appropriate when explaining the procedure for applying for a scholarship. The key with instructions is to take nothing for granted.

Assuming that readers know nothing about the process you’re describing is better than risking confusion and possible harm by overlooking some basic information.

Positive News Concerning Employment

Locating ideal people to interview and then choosing the most suitable person is a tangled up with difficult decisions and substantial tensions. On the other hand, composing a message to the chosen candidate is a pleasant task for professional Washington D.C. Translation Services and other professional services companies. More often than not such a message is eagerly anticipated, so the direct approach functions rather effectively.

Soon after interviewing suitable candidates for the job of administrative assistant to Michael Brothers, our vice president of Finance, our staffing team has chosen you. Welcome to Texas Petrochemical Company!

We are looking forward to you reporting for work on December 12 in order that the individual who recently held the position can devote a week to training you and introducing you to others in our company. As our newest administrative assistant, you will earn a weekly salary of $1,700 and will be offered our regular benefits package explained in the interview.

Make sure you arrive at 8:45 a.m. on the 12th; ask for me at the reception desk. We will spend an hour completing the necessary forms and reviewing our employment policies. After that, our vice president of finance will get you and introduce you to others in the Finance department- -and your new job with Texas Petrochemical Company will start!

Observe that this message that was composed by a translator offering Portuguese Translation in Houston that uses a pleasant, inviting style, while explaining the essential particulars: job title, starting date, wages, and benefits. The final paragraph, with its description of the very first day, reduces the anxieties that can afflict the new hires.

While messages such as these are enjoyable to compose, companies providing Japanese translation in New York City warn their clients that, legally, a message to a successful prospect is a formal offer of employment. The interviewing business could be held to any offers you state. As a result, lawyers occasionally suggest expressing earnings as a weekly or monthly sum and trying to keep the timing of performance reviews and raises unstated; you steer clear of hinting that the worker is going to be kept on, regardless of any unforeseen reason until the next evaluation.

Writing Congratulatory and Other Goodwill Messages

Even though goodwill messages don’t have much related to enterprise dealings, some might offer a little marketing details when the opportunity presents itself and when suitable. Nevertheless, most Dallas translation workers suggest that a sales message needs to be downplayed and should appear supplemental to the helpful, kind message. In the subsequent letter, the seller is successful in appearing more concerned in the rapport with the recipient than in a generating a sale:

Great job on hooking the big catch at the Denton County Invitational angling contest! The instant we noticed the newspaper picture of you lifting that monster catch and our BassMaster retractable pole in the other, we felt amazingly proud.

Being a community sportfishing specialist, James, you might consider having a look at our other BassMaster equipment. At a minimum plan on visiting us in the near future and allow us to shake your hand. Perhaps we will even talk you into sharing that big fish story with us.

As Kansas City Spanish translation workers suggest, the reader of this letter will not feel a great deal of pressure to buy but will feel that the dealer took special notice of his accomplishments. If you add a sales pitch, make sure that it takes a back seat to your goodwill message. Honesty and sincerity must come across above all else.