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Complaints, Claims and Adjustments A complaint letter informs the company that the customer is dissatisfied with the goods or services. A claim is a complaint to inform the company of the problem and suggest a fair compensation. An adjustmentThiNganHang.comis the company’s reply to the complaint/claim. ThiNganHang.com 2
Complaints and Adjustments Why are there complaints? How to make a written complaint? ThiNganHang.comHow to deal with a complaint? ThiNganHang.com 3
Why are there complaints? wrong goods unsatisfactory received quality of goods damaged goods poor service late delivery/ non-deliveryThiNganHang.com accounting errors ThiNganHang.com 4
Making a written complaint Points to remember before making complaints: 1. Make your complaint at once. 2. Purpose: not to express anger but to get results. Therefore: avoid a rude, hostile or demanding tone. 3. Do not assume that the supplier is automatically to blame.ThiNganHang.com ThiNganHang.com 5
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