Which of the following should be followed when granting an adjustment?
A) You should avoid using reader-centered language.
B) You should use negative words to describe what went wrong since positive words are misleading.
C) You should explain what is being done to correct the situation in a convincing and positive manner.
D) You should make the customer's complaint the focus of your message.
E) You should use the we-viewpoint when composing the message.

Question

Quizplus · Accepted Answer

When granting an adjustment, it is important to explain what is being done to correct the situation in a convincing and positive manner. This helps reassure the customer that their complaint has been taken seriously and helps maintain a positive relationship between the customer and the company. Using negative words or the we-viewpoint can be off-putting and should be avoided. The customer's complaint should be acknowledged, but the focus of the message should be on the solution. Avoiding reader-centered language may also make the message seem impersonal and unhelpful.

Which of the Following Should Be Followed When Granting an Adjustment