Which of the following is a guideline for granting claims and ...

[Mr.Thesaxman]

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?
 
  A) Do not provide detail for how you plan to resolve the situation.
  B) Specifically assign blame to someone else in the organization.
  C) Start from the assumption that the information the customer provided is correct.
  D) Imply that the customer is at fault.
  E) Avoid taking or assigning personal responsibility for setting matters straight.

Question 2

What should be done when granting claims and requests for adjustment when your company is at fault?
 
  A) You should specifically assign blame to someone else in the organization.
  B) You should take steps to repair the relationship.
  C) You should start with the assumption that the information the customer provided is incorrect.
  D) You should imply that the customer is at fault but you are willing to help anyway.
  E) You should avoid taking or assigning personal responsibility for setting matters straight.

[asware1]

Answer to Question 1

Answer: C
Explanation: C) Most routine responses to claims and adjustments when your company is at fault should take your company's specific policies into account and address the following points: 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.

Answer to Question 2

Answer: B
Explanation: B) Most routine responses to claims and adjustments when your company is at fault should take your company's specific policies into account and address the following points: 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.

[Mr.Thesaxman]

Excellent

[alvinum]

Gracias!