If You Must Refuse a Claim Because the Customer Was

question 4

Multiple Choice

If you must refuse a claim because the customer was at fault,which of the following might help maintain customer loyalty?

• A) Explain the company policy and use that as the reason for the refusal
• B) Explain the reason behind the policy and refusal
• C) Be polite in stating the refusal
• D) Offer clear and reasonable alternatives
• E) Offer discounts on future transactions

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Definitions:

DNA

Deoxyribonucleic acid, a molecule that carries the genetic instructions for the development, functioning, and reproduction of all known living organisms and many viruses.

Protein

Polymer of amino acids; often consisting of one or more polypeptides and having a complex three-dimensional shape.

Viral RNA Genome

The genetic material of RNA viruses, which consists of ribonucleic acid (RNA) instead of DNA.

Mature Capsid

The protein shell of a virus that encloses its genetic material, fully formed and capable of infecting a host cell.