Option Two: Positive response to claim (adjustment) letters (granting a customer claim)

Option Two: Positive response to claim (adjustment) letters (granting a customer claim)

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Background: Satisfaction Guaranteed: Letter from L. L. Bean. As a member of L.L. Bean’s customer service department in Freeport, Maine, you’ve handled plenty of claims in your day. The famous mail-order sporting goods and clothing company processes thousands of orders every month, and inevitably, some items are returned. Your job is to respond to the customer either by exchanging the merchandise or by refunding the person’s money, regardless of why the item was returned. L. L. Bean guarantees satisfaction, no questions asked.

Today you have received a package from Arvin Bummel (212 North Star, Traverse City, MI 49684). When you opened it, you found (1) one Maine guide shirt, stiff as a board and two sizes smaller than it ought to be; (2) one pair of whipcord trousers, also stiff and shrunken; and (3) a nasty letter from Mr. Bummel saying that he expects better from L. L. Bean. According to him, the clothes were ruined the first time he washed them. He wants L. L. Bean to replace the shirt and pants. You are not surprised that the clothes are ruined, because the label plainly says, “Dry clean only. “ Regardless, $108.50 worth of clothes are now un-wearable.

Your task: On behalf of good customer relations and in the spirit of L. L. Bean, you must write Mr. Bummel an adjustment letter and grant his claim. (You may want to suggest gently that he look for clothing that is washable.)

Adapted from Bovée, C. & Thill, J. (1998). Business Communication Today. Upper Saddle River, NJ: Simon & Schuster: p. 280.