When managing a business it is important to keep all customers happy whenever possible. However, in any industry there will be an occasional mistake. These mishaps can be opportunities to build a better relationship with the customer. An adjustment letter is an official response to a customer's complaint. It should acknowledge the complaint and address the issue while improving the customer's perception of the company.
Apologize to the customer for the mistake and acknowledge that it should not have happened. Communicate how valuable the customer is to your company, and say that you would like to make the situation right.
Explain what happened leading up to the mistake and what you will do to prevent the mistake in the future. There is no need to be overly technical or use industry jargon. A general statement such as "There was a communication problem among employees," or "The problem was caused by an invoicing mistake," should do.
Tell the customer what you will be doing for him to make up for the situation. Make sure the adjustment is appropriate to the mistake. The customer may become increasingly unhappy if you offer a low-value coupon for a major mistake.
Review your letter, and correct any grammatical, structural or spelling errors. Make sure the content is not patronizing to the customer. Confirm any facts within the letter such as dates, times and records of what was said or done by associates and customers.
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