When Granting Claims and Requests for Adjustment When the Customer

question 57

Multiple Choice

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

• A)discourage the customer from communicating with the company in the future
• B)always apologize, even when the customer is at fault
• C)start from the assumption that the information the customer provided is incorrect
• D)not argue with the customer's version of events
• E)clearly point out that the customer is at fault

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Definitions:

Long-Term Relationships

Connections or associations between individuals or entities that are intended to last for an extended period, often characterized by mutual trust and support.

BATNA

The best possible alternative to a negotiable agreement.

Negotiation Fails

Situations where negotiation attempts to resolve differences or reach agreements are unsuccessful.

Distributive Bargaining

A negotiation strategy where parties involved view the resources as fixed and limited, focusing on dividing these resources to maximize their own share.