Negative Messages. . .Refusing Claims : Negative Messages. . .Refusing Claims Instructor
Ahmed Nour
Slide 2 : In most cases, claims are granted. Because a company wants to:
Create a good public image, and
Maintain friendly relations with customers or employees But can you say “Yes” to every claim?
Slide 3 : Indirect Approach Effective use of the indirect plan will soften the blow and make the refusal more acceptable. It lets the customer feel that you have been fair in saying ‘No’.
Slide 4 : Writing Plan Stages Acts Buffer State the Problem Reasons Start with a neutral statement Remember AGFA CUP?
The most common buffer is Appreciation (Thanking the customer/ employee for his letter. Show understanding for the inconvenience.
“You may apologize for the inconvenience here.” Explain the reasons that caused the problem. Give your decision decisively and firmly. A little negativism may be required to help your firmness. Bad News Alternative Suggest a compromise or a substitute. Closing Express good feelings and look forward to continued business.
Slide 5 : REMEMBER
to use the right TONE Avoid hedging, and be decisive in your decision. Perhaps some sort of compensation could be made later.
Avoid apologizing for your decision.
Avoid using negative words such as “reject, claim, impossible”
Slide 6 : Consider this situation The following are two versions of a letter refusing a claim. The letter is sent by a CDs supplier to one of his clients who previously sent a claim asking for a replacement for the CDs he had purchased.