Why is using the indirect approach usually better when refusing claims and requests for adjustments?
A)It is quicker and easier to write
B)You can include an apology and offer discounts on future transactions
C)You don't have to include an apology
D)The customer is likely to be emotionally involved
E)There will be a stronger indication the issue is closed

Question

Quizplus · Accepted Answer

The indirect approach is better when refusing claims and requests for adjustments because the customer is likely to be emotionally involved. This approach allows you to soften the blow and explain the rejection in a way that is less confrontational, which may prevent the customer from becoming even more upset.

Answer: B 
 The indirect approach allows you to include an apology and offer discounts on future transactions, which can help to maintain a positive relationship with the customer. By using this approach, you are showing the customer that you value their business and are willing to work with them to find a solution that is mutually beneficial.

Why Is Using the Indirect Approach Usually Better When Refusing