When responding to a claim when your company is at fault,it is best to
A) avoid sympathizing with the customer, since it can lead to lawsuits.
B) do all you can to discourage any need for follow-up.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.
E) wait at least two weeks before you respond.

Question

Quizplus · Accepted Answer

C)Most routine responses to a customer's complaint should take your company's specific policies into account and do the following.1)Acknowledge receipt of the customer's claim or complaint.2)Sympathize with the customer's inconvenience or frustration.3)Take (or assign)personal responsibility for setting matters straight.4)Explain precisely how you have resolved,or plan to resolve,the situation.5)Take steps to repair the relationship.6)Follow up to verify that your response was correct.

When Responding to a Claim When Your Company Is at Fault,it