When granting the claim when the customer is at fault, what ...

[CharlieWard]

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

Question 2

Before responding to a customer complaint, what should first be considered?
 
  A) How upset the customer is
  B) How often that particular customer complains
  C) How easy it is to rectify the issue
  D) Relationship with the customer
  E) Company policy for handling customer complaints

[Rilsmarie951]

Answer to Question 1

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.

Answer to Question 2

Answer: E
Explanation: E) Your specific response to a customer complaint depends on your company's policies for resolving such issues and your assessment of whether the company, the customer, or some third party is at fault.