When Granting Claims and Requests for Adjustment When Your Company

question 44

Multiple Choice

When granting claims and requests for adjustment when your company is at fault, you should ________.

• A) specifically assign blame to someone in your organization by name
• B) take steps to repair the relationship
• C) start from the assumption that the information the customer provided is incorrect
• D) imply that the customer is at fault

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Definitions:

Frontline Employee

Workers who interact directly with customers, playing a crucial role in delivering services and creating customer experiences.

Problem Solve

The process of identifying a problem, finding viable solutions, and implementing them effectively.

Human Methods

Refers to approaches and techniques involving direct human interaction or effort in processes or studies.

Customer Equity

A ratio that compares the financial investments a company puts into gaining and keeping customers to the financial return on those investments.