When granting claims and requests for adjustment when the customer is at fault, you should ________.
A) discourage the customer from communicating with the company in the future
B) always apologize, even when the customer is at fault
C) not argue with the customer's version of events
D) clearly point out that the customer is at fault

Question

Quizplus · Accepted Answer

When granting claims and requests for adjustment when the customer is at fault, it is important not to argue with the customer's version of events. This helps to maintain a positive relationship with the customer and provides good customer service. While it is not necessary to apologize when the customer is at fault, it may still be appropriate to express empathy and offer a solution or compromise to satisfy the customer's needs. It is not recommended to discourage future communication with the company or to solely point out that the customer is at fault as this may escalate the situation and further damage the relationship.

When Granting Claims and Requests for Adjustment When the Customer