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Author Question: When denying a customer claim, what should the goal of the communication be? A) To say no in ... (Read 90 times)

Melani1276

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on: Jun 23, 2018
When denying a customer claim, what should the goal of the communication be?
 
  A) To say no in clear terms
  B) To explain how the customer is at fault
  C) To encourage the sale of a more expensive item
  D) To maintain goodwill
  E) To use clear and concise language

Question 2

When writing a communication to deny a customer claim, what can be done to help maintain a future relationship?
 
  A) Providing a prompt response
  B) Explaining how to prevent similar issues in the future
  C) Use the word you frequently so the customer feels valued
  D) Lead the message with a clear statement of the bad news
  E) Helping the customer feel that the resolution was fair


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itsakadoozi

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Reply #1 on: Jun 23, 2018
Answer to Question 1

Answer: D
Explanation: D) When you are denying customer claim requests, maintaining goodwill is important because you want to retain your customers' future business as well as win the business of their colleagues and acquaintances.

Answer to Question 2

Answer: E
Explanation: E) If customers believe that you are listening to them and that they received a fair resolution, they are likely to remain customers.


Melani1276

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Reply #2 on: Jun 23, 2018
Thank you


itsakadoozi

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Reply #3 on: Jun 23, 2018
No problemo


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