When granting a customer's claim, a business communicator should include an opening in an adjustment message that
A) summarizes the reader's claim and request.
B) presents the good news immediately.
C) explains and clarifies the company's position.
D) builds goodwill.
Question 2
Most companies receiving a claim message tend to
A) ignore the first phone call, e-mail, or letter.
B) respond only to letters containing complaints that could result in lawsuits or financial harm.
C) respond promptly because they want to maintain customer goodwill and loyalty.
D) wait two to six weeks to establish a cooling-off period prior to responding.
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