An adjustment letter is a written response to a customer’s complaint, aiming to resolve the issue and maintain a positive business relationship. Its primary goal is to address the customer’s concerns effectively. The body of the letter is where the substantive work of resolving the problem occurs, making its composition an important task.
Acknowledge the Original Complaint
The first step in the body of an adjustment letter is to acknowledge the customer’s specific complaint. This action validates their experience and shows them they have been heard. Reference the specific issue directly, for example: “Thank you for contacting us regarding the delay in your recent shipment, order #12345.”
This initial acknowledgment sets a cooperative tone. By restating the problem, you confirm the details and assure the customer that you are on the same page. Phrases like, “I am sorry to learn that the item you purchased did not meet your expectations,” can convey empathy and begin restoring the customer’s confidence.
State the Solution Clearly
After acknowledging the complaint, the next step is to state the specific action being taken to resolve it. This section is what the customer is most interested in, so the language should be direct and unambiguous. Avoid vague promises like, “We will handle it.” Instead, provide concrete details that leave no room for misunderstanding.
For instance, if a refund is being provided, state the exact amount and how it will be delivered: “We have issued a full refund of $75.30 to the credit card used for the purchase; you should see the credit on your statement within 3-5 business days.” If a replacement is the solution, provide shipping details: “A new product has been sent to you via express shipping at no charge. The tracking number is XYZ123, and you can expect delivery by Tuesday, July 22nd.”
Different situations call for different adjustments. For a service-related issue, you might offer a credit for future use, such as, “We have applied a $50 credit to your account, which can be used toward any future services.” In the case of a minor product defect where the customer wishes to keep the item, a partial refund might be appropriate. The solution must be presented clearly and confidently, reassuring the customer that their problem has been solved.
Provide a Brief and Neutral Explanation
Once the solution has been clearly communicated, you may choose to offer a brief explanation for what went wrong. If included, it should be handled with care. The goal is to provide context without making excuses or assigning blame to other individuals or departments. A neutral and factual tone is most effective.
For example, a statement like, “A temporary software malfunction in our inventory system led to the shipping error,” is more appropriate than, “Our warehouse staff made a mistake and sent the wrong item.” The first explanation is impersonal and focuses on a process failure. This section should always be short, as a lengthy explanation can appear defensive.
The purpose of the explanation is to show that you have identified the root cause of the problem. This can help in rebuilding the customer’s trust by showing that the issue was an anomaly. By keeping it concise, you keep the focus on the solution, which is the most important part of the letter for the customer.
Rebuild Confidence and Goodwill
With the solution and a brief explanation provided, the final part of the letter’s body should focus on rebuilding the customer relationship. This involves reassuring the customer that their business is valued and that measures are being taken to prevent a recurrence of the issue. The aim is to look forward and end the interaction on a positive and reassuring note.
You can express appreciation for their patronage with phrases like, “We value you as a customer and appreciate the opportunity to set things right.” Mentioning corrective actions can also be effective in restoring confidence. For example, stating, “We have since updated our software to prevent such inventory errors in the future,” shows a commitment to improving service.
This section is about managing the future of the relationship. A sincere expression of hope for future business, such as, “We look forward to serving you better in the future,” can help mend the damage caused by the initial problem and encourage the customer to give your business another chance.
What to Avoid in the Body
When composing the letter, it is important not to blame the customer, even if they contributed to the problem, as accusatory language will only escalate the situation. You should also avoid making excuses or using long, convoluted explanations, as they can come across as insincere and unprofessional.
Vague language undermines the purpose of the letter. Phrases like “We will look into it” create uncertainty and fail to resolve the customer’s issue, so be direct and specific about the solution.
Finally, never make promises that you cannot keep. Promising a preventative measure and then failing to implement it will cause greater damage if another issue arises. Honesty is fundamental to successfully navigating a customer complaint.