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Author Question: What should be avoided when granting claims and requests for adjustment when your company is at ... (Read 42 times)

soccerdreamer_17

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on: Jun 23, 2018
What should be avoided when granting claims and requests for adjustment when your company is at fault?
 
  A) Blaming anyone in the organization by name
  B) Going into the details of how you plan to resolve the situation
  C) Starting with the assumption that the information the customer provided is correct
  D) Openly sympathize with the customer's situation
  E) Take or assign personal responsibility for setting matters straight

Question 2

When attempting to write a positive message, what should the writer take care to do?
 
  A) Thank the reader in advance for cooperating
  B) Avoid offering additional services
  C) Avoid trite saying that you may have heard or read
  D) Avoid volunteering information about the request
  E) Avoid placing the bad news first


Christopher

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

Answer: A
Explanation: A) When granting claims and requests for adjustment when your company is at fault, you should maintain professional demeanor by avoiding some key negative steps: Don't blame anyone in your organization by name, don't make exaggerated apologies that sound insincere, don't imply that the customer is at fault, and don't promise more than you can deliver.

Answer to Question 2

Answer: C
Explanation: C) When writing positive messages, avoid trite, obvious statements. Avoid clichs such as Please feel free to


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soccerdreamer_17

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Reply #2 on: Jun 23, 2018
Thank you :)


Christopher

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Reply #3 on: Jun 23, 2018
Happy to help you


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