If You're Responding to a Claim and Your Company Is

question 31

Multiple Choice

If you're responding to a claim and 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 further correspondence.
• C)take (or assign)personal responsibility for setting matters straight.
• D)be vague about when the claim may be resolved.
• E)apologize for personally creating the problem.

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Definitions:

Personality

The distinct blend of feelings, attitudes, and actions that characterizes a person.

Environment

The surroundings or conditions in which a person, animal, or plant lives or operates, encompassing both natural and built settings.

Psychologists

Professionals specialized in the study and application of psychology, which involves understanding mental functions, behaviors, and processes.

Behavior

The actions or reactions of an individual or system in response to external or internal stimuli.