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

Refusing claims and requests for adjustment requires professionalism and diplomacy. Blaming the customer or accepting total responsibility may damage the relationship. It's important to avoid calling the other party dishonest or incompetent, as it can cause conflict and escalate the situation. It's also important to focus on the facts and not point out the customer's mistakes or shortcomings. The indirect approach is usually better for refusing claims and requests for adjustment as it helps to soften the negative answer and maintain the customer's goodwill.

Which of the Following Is True About Refusing Claims and Requests