Which of the following statements is FALSE concerning claim messages?
A)Most claims are from people who believe they have a legitimate complaint.
B)The way an adjuster handles the complaint determines to a large extent the goodwill of the company.
C)Complainers are less likely to continue to do business with a company than those who do not complain.
D)Businesses that resolve claims effectively will retain most of the complainers as repeat customers.

Question

Quizplus · Accepted Answer

C is false because research has shown that customers who have their complaints resolved satisfactorily are often more loyal to a company than those who have never had a problem. This means that complainers who feel their issues are addressed effectively are actually more likely to continue doing business with the company, contrary to the statement in option C.

Which of the Following Statements Is FALSE Concerning Claim Messages