Claim Letters

1
Claim Letters

• Christopher Merkner

2
Claim Letters Why?

• Why write a letter of complaint instead of taking
  other possible avenuestelephone, email,
  in-person?
• Written record
• More seriously received?
• Organizer of events and details
• Focus on key details
• Buffer for frustration
• Measurement of complaint

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Making a ChoiceDirect or Indirect Approach

• Direct Approach
• Get right to the complaint
• Documentation
• Policy reinforced
• Damaging info?
• Easy/Simple situation

• Indirect Approach
• Introduce nature of complaint before
  complaining
• Persuasion is necessary
• Fault is unclear
• Background info is necessary
• Damaging information

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Direct Approach Elements

• Introduction
• Gesture of goodwill
• Stating of problem, summary of problem, stating
  of expected/desired solution
• Body
• Supporting explanation of problem
• Supporting explanation of desired solution
• Conclusion
• Restating of problem and solution
• Restating Goodwill
• Stating contact information and (maybe) desired
  timeline

5
Indirect Approach Elements

• Introduction
• Buffering of problem with goodwill and/or neutral
  ground
• Body
• Detailed explaining of nature/experience of
  problem
• Revealing of problem
• Stating of desired solution
• Conclusion
• Restating goodwill
• Stating contact information and timeline