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.

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