When a company decides to satisfy a customer claim for a refund, exchange, or repair ________.
A)a well-written response gains nothing for the company
B)the business has an opportunity to create goodwill
C)the company should make it sound as if they're doing the customer a favour
D)the company must apologize
E)the response should make clear whether the customer is to blame

Question

Quizplus · Accepted Answer

B) Assuming the business decides to satisfy the claim, a well-written response can strengthen its relationship with the customer. Avoid making it sound like you're doing the customer a favour. Although it is not necessary to apologize, it is also important not to blame the customer.

When a Company Decides to Satisfy a Customer Claim for a Refund