You should use the indirect approach in most instances of refusing a claim.

Question

Quizplus · Accepted Answer

The indirect approach is usually the most effective way to refuse a claim as it starts with a positive tone, acknowledges the customer's situation, and provides an explanation for the refusal before ending with a friendly closing. This approach can help maintain a positive relationship with the customer, even if their claim cannot be fully satisfied.

You Should Use the Indirect Approach in Most Instances of Refusing