case #1: DIRECT REQUEST LETTER

USE THE SAME LETTER FORMAT AS THE LETTER EXAMPLE IN 3.5. – CLAIM LETTER REQUESTING AN ADJUSTMENT. As a consumer, you have probably bought something that didn’t work right or paid for a service that did not turn out the way you expected. Maybe it was a pair of jeans with a rip in the seam that you did not find until you got home or a watch that broke a week after you bought it. Or maybe your family hired a lawn service to do some yard work – and no one from the company showed up on the day promised; and when the gardeners finally appeared, they did not do what they were hired for but did other things that wound up damaging valuable plants.

YOUR TASK: Choose such an incident from your own experience, and write a claim letter asking for a refund, repair, replacement, or other adjustment. You will need to include all the details of the transaction, plus your contact address and phone number. If you can’t think of an experience, make up details of an imaginary situation.

GO TO THE CHAPTER ON POSITIVE MESSAGES (DIRECT REQUESTS – CLAIMS) MAKE SURE YOU USE THE DIRECT APPROACH:

1ST PARAGRAPH – MAIN IDEA – WHAT IS YOUR CLAIM

MIDDLE PARAGRAPHS- DETAILS, EXPLANATIONS, REASONS

LAST PARAGRAPH – COMPLIMENTARY CLOSE

I WILL ALSO BE LOOKING AT THE TONE OF THIS LETTER – PROFESSIONAL, COURTEOUS, AND FRIENDLY.

YOU MUST VIEW THE CLAIM LETTER EXAMPLE IN MODULES UNIT 3, 3.5 TO SEE THE LETTER FORMAT I WILL BE GRADING YOU ON.

Make sure you have saved your assignment in a Word document

Click above on SUBMIT ASSIGNMENT, click on BROWSE, and find your Assignment and then click on SUBMIT, you can also watch the Assignment Submission Instruction Video

YOU MUST USE MICROSOFT WORD FOR YOUR ATTACHMENT. I WILL NOT BE ABLE TO OPEN OTHER PROGRAMS.

https://community.canvaslms.com/videos/1121

3.5 CLAIM LETTER EXAMPLE – STUDENTS WILL USE THE FORMAT OF THIS EXAMPLE

This example uses the direct approach, stating the request which is what you want in the 1st paragraph – in this example you want a refund. Follow with details, beginning with the most specific (name, flight number, reason for the request). Imply that more serious compensation could have been requested, and express confidence that the refund is assured. Finally, offer further incentive for compliance by mentioning the possibility of future business. Because British Airways is an international company, use a friendly and formal tone throughout.

Samantha Alberts

221 Battery Street

San Diego, CA 92019

619-660-5555

April19, 2017

Mr. Jack Reacher

British Airways Ticket Refunds USA

75-20 Astoria Blvd.

Jackson Heights, NY 11370

Dear Mr. Reacher:

Please refund my one-way, business-class airfare in the amount of $1155.06. I was a passenger on your Flight #5472, from San Diego to New York, Friday, March 21, 20017. This flight was disrupted by an unruly passenger, who was arrested when the plane landed (two hours behind schedule). A copy of my ticket stub is enclosed for your reference.

Your ground personnel in New York suggested that by my writing to you, I would be awarded a full refund. The eruption of mid-flight violence and ensuing struggle was terrifying. But worse, the delay caused me to miss an important business presentation.

Thank you for your offer of compensation. Please make the check out to me and mail it to the address above.

I commend your in-flight and ground personnel for their poise, professionalism, and quick-witted response to this unexpected and dangerous incident. Because I frequently travel overseas on business, safety and trust are of great concern to me. I trust British Airways will continue to impress me with its concern for passenger safety and satisfaction.

Sincerely,

(you would sign here but since this assignment is online leave it blank)

Samantha Alberts

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