Asked by ariana marie on Jun 17, 2024
Verified
Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?
A) Sympathize with the customer's inconvenience or frustration.
B) Specifically assign blame by name to someone in your organization.
C) Start from the assumption that the information the customer provided is incorrect.
D) Imply that the customer is at fault.
Customer's Inconvenience
A situation or issue faced by a customer that causes difficulty or discomfort, often needing resolution or compensation.
Granting Claims
The process of acknowledging and accepting requests or demands, often in a legal or business context.
- Attain an understanding of the key principles for addressing claims or adjustment needs, whether the error is on the customer's or company's side.
Verified Answer
SN
siyabonga ntelaJun 19, 2024
Final Answer :
A
Explanation :
Sympathizing with the customer's inconvenience or frustration shows that you understand their perspective and are taking their situation seriously. This can help to build rapport and trust with the customer, which can ultimately lead to a positive resolution. Choices B, C, and D are all incorrect as they assign blame, imply fault, or undermine the validity of the customer's claim, which can escalate the situation and damage the customer-company relationship.
Learning Objectives
- Attain an understanding of the key principles for addressing claims or adjustment needs, whether the error is on the customer's or company's side.
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