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:

Organizational Culture Artifact

Tangible or visible elements within an organization that represent its underlying values, beliefs, and traditions.

Casual

Marked by an informal, relaxed, or unconcerned attitude or manner.

Formal

Pertains to actions, processes, or structures that are officially recognized and enforced by an organization or institution, often characterized by written rules and regulations.

Unobservable Components

Elements or factors within a system or process that cannot be directly seen or measured but influence outcomes.