Asked by Sydney Morehouse on Jun 22, 2024
Verified
What should be done when granting claims and requests for adjustment when your company is at fault?
A) You should specifically assign blame to someone else in the organization.
B) You should take steps to repair the relationship.
C) You should start with the assumption that the information the customer provided is incorrect.
D) You should imply that the customer is at fault but you are willing to help anyway.
E) You should avoid taking or assigning personal responsibility for setting matters straight.
Repair The Relationship
The process of mending or restoring a damaged or strained relationship through communication, understanding, and reconciliation.
Claims
Assertions or demands for something as due or belonging to one, often in reference to products or services in business contexts.
Adjustment Requests
Requests made to modify or amend a particular element or component, often seen in business or operational contexts.
- Recognize the elements that constitute effective complaint and adjustment management techniques.
Verified Answer
AG
Alexandra GarzaJun 24, 2024
Final Answer :
B
Explanation :
B)Most routine responses to claims and adjustments when your company is at fault should take your company's specific policies into account and address the following points: acknowledge receipt of the customer's claim or complaint; sympathize with the customer's inconvenience or frustration; take (or assign)personal responsibility for setting matters straight; explain precisely how you have resolved, or plan to resolve, the situation; take steps to repair the relationship; and follow up to verify that your response was correct.
Learning Objectives
- Recognize the elements that constitute effective complaint and adjustment management techniques.