When Denying a Customer Claim,what Should the Goal of the Communication

question 53

Multiple Choice

When denying a customer claim,what should the goal of the communication be?

• A)To say "no" in clear terms
• B)To explain how the customer is at fault
• C)To encourage the sale of a more expensive item
• D)To maintain goodwill
• E)To use clear and concise language

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Definitions:

Urgency

Describes a situation or condition that requires immediate action or attention, often associated with a sense of pressing need or priority.

Saving Face

The desire or action to avoid embarrassment or preserve reputation and dignity in social contexts, often influencing decision-making and behavior in organizational settings.

Resistance To Change

Resistance to change is the opposition or pushback from individuals or groups within an organization when they perceive that a change might threaten their status, job security, or work habits.

Negotiation

A dialogue between two or more parties aimed at reaching a mutually beneficial agreement or resolving a dispute.