Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?
A) Sympathize with the customer's inconvenience or frustration.
B) Specifically assign blame by name to someone in your organization.
C) Start from the assumption that the information the customer provided is incorrect.
D) Imply that the customer is at fault.

Question

Quizplus · Accepted Answer

Sympathizing with the customer's inconvenience or frustration shows that you understand their perspective and are taking their situation seriously. This can help to build rapport and trust with the customer, which can ultimately lead to a positive resolution. Choices B, C, and D are all incorrect as they assign blame, imply fault, or undermine the validity of the customer's claim, which can escalate the situation and damage the customer-company relationship.

Which of the Following Is a Guideline for Granting Claims