Session 22

Letter granting adjustment

Subject Name

English II
Department of Social Sciences

UVAS,LAHORE
Instructor’s Name

Mr. Abdul Rahman

Lecturer
 Objective
After the session students would be able to know
• What is a letter of adjustment with “yes” response.
• They would be able to use it in real life and
professional scenario.
Letter Granting Adjustment:

When the seller grants full adjustment to the claim assuming

he is at fault, then it is called adjustment granting letter. In
this letter, the seller frankly admits his fault and assures the
buyer that such problem will not arise in future.
Guide Lines:

1. Acknowledge the complaint and express sympathy. Refer to

the customer's problem, not to the complaint.
2. Briefly explain how you have looked into the problem and
what you are doing to correct it. If you prefer to discuss
only how you will correct the problem.
3. Explain what you have done or will do to resolve the
customer's immediate problem.
4. Close with an expression of good will. You want the
customer to focus on the restitution you are making, not on
the unpleasant experience they have been through.
 Acknowledge the complaint and express sympathy. Refer
to the customer's problem, not to the complaint.

Example Sentences
• We are sorry to hear of your dissatisfaction with your new
hairdryer.
• We are sorry your new sewing machine is not working
properly.
• I appreciate your taking the time to write about the poor
service you received last Thursday.
• I appreciate your bringing to my attention the unpleasant
experience you had at our restaurant.
Example Phrases:

• appreciate your willingness to explain the situation to

• appreciate your frank comments regarding
• appreciate your letter explaining the problem
• appreciate your letter expressing dissatisfaction with
 Briefly explain how you have looked into the problem and
what you are doing to correct it. If you prefer to discuss
only how you will correct the problem, go directly to step
3.

Example Sentences
• Our accountant has reviewed our billing procedure, and
we have made changes to ensure that this type of
oversight will not happen again.
• We have revised our shipping procedure and are confident
that this error will not recur.
• We have discussed your comments with our sales staff and
have given them clear guidelines to follow in the future.
• I have spoken with the packaging crew, and believe that
we have corrected the situation.
Example Phrases:

• determined the cause of the problem

• determined the nature of the error
• determined the source of the misunderstanding regarding
• determined the cause of the malfunction in
 Explain what you have done or will do to resolve the
customer's immediate problem.

Example Sentences:
• We would be happy to replace the clock, give you a full
refund, or credit your account with the amount of the
purchase. Please let us know by mail or telephone which
of these options you would prefer.
• Beginning on Friday, we will instruct our staff to use the
parking lot at the south end of the building.
• If you will return the merchandise with the receipt, we will
be happy to refund your money or credit your account.
• Please drop in with your receipt, and I will refund the
fifteen percent. If you prefer, mail it to me and I will send
you a check.
Example Phrases:

adjusted your account

corrected the error in
credited your account
due to the inconvenience you have already experienced
 Close with an expression of good will. You want the
customer to focus on the restitution you are making, not
on the unpleasant experience they have been through.

Example Sentences:
• Thank you for helping us improve our service.
• If this does not prove satisfactory, please do not hesitate
to call me personally.
• Thank you for giving us an opportunity to serve you.
• I am sure the machine will give many years of useful
service.
Example Phrases:

• apologize for the misunderstanding

• apologize for the error
• appreciate your helpful suggestions for
• appreciate your frank assessment of the situation
Tips:

Write this letter as soon as you have received and

investigated the complaint. If a customer takes the time to
complain, you can probably retain his or her business. It takes
less effort to satisfy a current customer than to attract a new
one.
SM Appliances
Sta. Mesa. Manila
716-77-07
August 21, 200_
Dear Mr. Soriano:
I understand how upset you must have been when you discovered that our
shipping office sent you the wrong order three days before your sale. Please
accept my sincere apologies for that error.

After investigating what caused the mistake, I found that we have two Mr.
Soriano in our customer files; hence, the shipping office mistakenly sent you
the other Mr. Soriano’s order. To ensure that we do not repeat this error, we
will always include full first names on all paperwork and double check the
account numbers.

Again, I apologize for the inconvenience we caused you. We will give a 15%
discount on your next order.
Yours truly,
Mandy C. Tang
Sales Manager
Self Assessment

Study Adjustment Letter Sample

1. What is the adjustment about? (Orientation )

2. What action does the writer take to solve the problem?
(Information)
3. How does the writer express empathy for the aggrieved
buyer? (Information)
4. Is there any attempt on the part of the writer or
businessman to maintain or gain goodwill? Cite it.
5. Pick out the “buffer” aiming to lessen the tension
between the two parties.