In responding favorably to a claim even though the customer was ...

[Kikoku]

In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?
 
  What will be an ideal response?

Question 2

Messages of ________ recognize the contributions of employees or business associates.
 
  A) salutation
  B) recognizance
  C) performance
  D) appreciation
  E) condolence

[mbcrismon]

Answer to Question 1

Answer: In the body of the message, you want to discourage such claims in the future by steering the customer in the right direction. In addition, you don't want to imply that you will grant similar claims in the future. The challenge is to deliver the message diplomatically, without being condescending or preachy.

Answer to Question 2

Answer: D
Explanation: D) One of the best things you can do for a person you have done business with is to write a letter of appreciation, describing how the person helped you. Appreciation letters can represent strong references for any person being evaluated.

[Kikoku]

YES! Correct, THANKS for helping me on my review

[Dnite]

Thanks for the timely response, appreciate it