Which of the following is TRUE about refusing claims and requests for adjustment?
A) You should always accept responsibility for the negative answer.
B) You must resist the temptation to call the other party dishonest or incompetent.
C) You should clearly point out the customer's mistakes to him.
D) The direct approach is usually the better choice for this purpose.

Question

Quizplus · Accepted Answer

It is important to maintain a professional and respectful tone when refusing a claim or request for adjustment, even if you believe the other party is at fault. Calling them dishonest or incompetent can escalate the situation and damage the relationship with the customer. A direct approach may not always be the best choice, as there may be a need to provide context, explanation, or alternatives. Accepting responsibility for the negative answer is not always necessary or appropriate, as long as you offer a clear and valid explanation for the decision. Pointing out the customer's mistakes may be helpful in some cases, but it should be done tactfully and constructively, without blaming or shaming the customer.

Which of the Following Is TRUE About Refusing Claims and Requests