In business, a message written to right a wrong is called a claim. Straightforward claims are those where the receiver is expected to readily agree with your message. These claims require a direct approach. To be an effective business communicator, you should familiarize yourself with the best practices for making direct claims and voicing complaints.

What should you include in the closing of a direct claim message?

A clear statement of the problem

A statement that promotes goodwill and a summary of your request

A series of open-ended questions

Opening a claim letter with a compliment and point of agreement helps to .

Read the scenario, and then answer the following question.

Sharon is preparing a direct claim message. Her bank account has been incorrectly debited a duplicate charge of $132.45 for a pair of hockey skates. She needs to contact the retail store immediately and have the duplicate amount refunded.

Which would be the best closing for Sharons message?

I hope that something like this never happens to you. Your organization is completely unprofessional. I will never shop there again.

I expect that the money will appear in my account. I will track it daily and inform you if there is any problem. My lawyer is on retainer and would be happy to contact you if you fail to comply with my request

. Please authorize a credit refund immediately, and send an electronic confirmation of the transaction to the address below. I am enjoying my new skates and look forward to shopping at your store again.

Social media experts suggest that you use other means of communicating claims or complaints before turning to social media. Messages received through other channels are more likely to be addressed by the business, and social media presents a higher risk of your message getting into the wrong hands or becoming a legal issue. However, if you do use social media to convey a complaint or review, you should adhere to some basic guidelines.

Which tips should you follow when posting a complaint or review online? Check all that apply.

Focus on facts.

Avoid transparency by posting anonymously.

Know that you can remove your post from the Web whenever you wish.

Respond to the business if it offers to address your concern.

Suggest improvements, even in positive reviews.