If a customer requesting an adjustment is at fault for the problem,the best response is often to
A) refuse the claim without any explanation.
B) refuse the claim, but assertively point out the customer's mistake.
C) honor the claim but do so grudgingly.
D) honor the claim but diplomatically explain that your firm was not entirely at fault.
E) tell the customer he or she is lucky you're not pursuing legal action.

Question

Quizplus · Accepted Answer

D)If you choose to grant a claim when the customer was at fault,you can simply open with the good news,being sure to specify exactly what you are agreeing to do.The body of the message is tricky because you want to discourage such claims in the future by steering the customer in the right direction.If you refuse the claim,you may lose your customer - as well as many of the customer's friends and colleagues,who will hear only one side of the dispute.

If a Customer Requesting an Adjustment Is at Fault for the Problem,the