Author Question: If you plan to grant a claim made by a customer who is clearly at fault, A) pinpoint the ... (Read 60 times)

bobbysung · **on:** Jun 23, 2018

If you plan to grant a claim made by a customer who is clearly at fault,

A) pinpoint the customer's shortcomings to discourage future mistakes.
B) discourage future mistakes without insulting the customer.
C) scold the customer to discourage future mistakes.
D) post the situation on social media to discourage future mistakes.
E) tell the customer he or she is lucky you are granting the claim.

Question 2

When responding to a request for adjustment when a third party is at fault, the best approach is to

A) refuse the claim and suggest that the customer sue the third party.
B) refuse the claim but forward the paperwork to the third party.
C) avoid placing blame and focus on the solution.
D) advise the customer never to do business with that third party again.
E) refuse the claim but assure the customer that you will never do business with the third party again.

shoemake · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: B
Explanation: B) When you're granting a claim and the customer is at fault, use the body of the message to discourage future mistakes without insulting the customer.

Answer to Question 2

Answer: C
Explanation: C) Blame is secondary in this situation; the best approach is to focus on resolving the problem.