When Granting Claims and Requests for Adjustment When Your Company

question 41

Multiple Choice

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

• A)take or assign personal responsibility for setting matters straight
• B)go into the details of how you plan to resolve the situation
• C)start from the assumption that the information the customer provided is correct
• D)openly sympathize with the customer's situation
• E)imply that the customer is at fault

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Definitions:

Classical Conditioning

A learning process that occurs through associations between an environmental stimulus and a naturally occurring stimulus.

Operant Conditioning

A learning process through which the strength of a behavior is modified by reinforcement or punishment.

Social Learning Theory

A theory of learning that posits people can learn new behaviors and norms through observing, imitating, and being reinforced by others.

Stress Inoculation Training

A cognitive-behavioral therapy technique teaching individuals to cope with stress by preparing them in advance to handle stressful situations effectively.