Organizations send out many different kinds of letters. This section focuses on four types of letters written frequently in the workplace: inquiry, response to an inquiry, claim, and adjustment.

Inquiry Letter Figure 9.4 shows an inquiry letter, in which you ask questions.

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You write an inquiry letter to acquire information. Explain who you are and why you are writing. Make your questions precise and clear, and therefore easy to answer. Explain what you plan to do with the information and how you can compensate the reader for answering your questions.

This writer’s task is to motivate the reader to provide some information. That information is not likely to lead to a sale because the writer is a graduate student doing research, not a potential customer.

Response to an Inquiry Figure 9.5 shows a response to the inquiry letter in Figure 9.4.

Claim Letter Figure 9.6 (on page 250) is an example of a claim letter that the writer scanned and attached to an email to the reader. The writer’s decision to present his message in a letter rather than an email suggests that he wishes to convey the more-formal tone associated with letters—and yet he wants the letter to arrive quickly.

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In responding to an inquiry letter, answer the questions if you can. If you cannot, either because you don’t know the answers or because you cannot divulge proprietary information, explain the reasons and offer to assist with other requests.

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A claim letter is a polite, reasonable complaint. If you purchase a defective or falsely advertised product or receive inadequate service, you write a?claim letter. If the letter is convincing, your chances of?receiving a satisfactory settlement are good because most organizations realize that unhappy customers are bad for business. In addition, claim letters help companies identify weaknesses in their products or services.

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Adjustment Letter Figures 9.7 and 9.8 show “good news” and “bad news” adjustment letters. The first is a reply to the claim letter shown in Figure 9.6.

An adjustment letter, a response to a claim letter, tells the customer how you plan to handle the situation. Your purpose is to show that your organization is fair and reasonable and that you value the customer’s business.

If you can grant the request, the letter is easy to write. Express your regret, state the adjustment you are going to make, and end?on a positive note by encouraging the customer to continue doing business with you.

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If you are writing a “bad news” adjustment letter, salvage as much goodwill as you can by showing that you have acted reasonably. In denying a request, explain your side of the matter, thus educating the customer about how the problem occurred and how to prevent it in the future.