Which of the following is a guideline for granting claims and requests for adjustment when the customer is at fault?
A) Try to discourage future mistakes without insulting the customer.
B) Always apologize, even when the customer is at fault.
C) Start from the assumption that the information the customer provided is incorrect.
D) Clearly point out that the customer is at fault.

Question

Quizplus · Accepted Answer

While it may be tempting to clearly point out the customer's mistake, this can come across as confrontational and may damage the relationship with the customer. Instead, it is important to gently discourage future mistakes without insulting the customer. Simply starting from the assumption that the customer is incorrect is also not helpful, as it can make the customer feel defensive and unsupported. Apologizing is important in many customer service situations, but may not always be necessary when the customer is at fault. Therefore, the best choice is A.

Which of the Following Is a Guideline for Granting Claims