Asked by Sarah Gascon on May 01, 2024
Verified
When granting the claim when the customer is at fault,what should be included in the body of the letter?
A) An apology
B) A clear indication of what the customer did wrong
C) A clear indication of how the customer can avoid a similar issue in the future
D) The discouragement of similar claims in the future
E) Contact information so the customer can discuss further concerns
Granting The Claim
Acknowledging the validity of a particular argument or statement, even if one does not fully agree with it.
Customer Fault
A situation where a problem or mistake is attributed to the action or inaction of a customer.
- Determine the constituents of successful measures for managing complaints and adjustments.
- Construct methods for generating constructive positive and negative replies in regular communication.
Verified Answer
RS
Rajvir SinghMay 02, 2024
Final Answer :
D
Explanation :
D)In general, take the following steps: 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. The response should in no way indicate the customer did something wrong, and the response should discourage similar claims in the future.
Learning Objectives
- Determine the constituents of successful measures for managing complaints and adjustments.
- Construct methods for generating constructive positive and negative replies in regular communication.
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