When granting claims and requests for adjustment when the customer is at fault,you should ________.
A)discourage the customer from communicating with the company in the future
B)always apologize, even when the customer is at fault
C)start from the assumption that the information the customer provided is incorrect
D)not argue with the customer's version of events
E)clearly point out that the customer is at fault

Question

Quizplus · Accepted Answer

D)Communication about a claim is a delicate matter when the customer is clearly at fault. To grant a claim when the customer is at fault, try to discourage future mistakes without insulting the customer. However, avoid getting into an argument with the customer about his version of events.

When Granting Claims and Requests for Adjustment When the Customer