When Responding to a Request for Adjustment When a Third

question 58

Multiple Choice

When responding to a request for adjustment when a third party is at fault,the best approach is to _____________

• A)refuse the claim and suggest that the customer sue the third party.
• B)respond with messages that explain how the problem will be solved.
• C)honour the claim with no additional explanation.
• D)honour the claim but explain that your company was not at fault.

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Definitions:

Brainstorming

Uninhibited generation of as many ideas as possible in a group, in order to enhance group creativity.

Illusion of Group Effectivity

The belief that a group is more effective or productive than it actually is, often due to overestimation of group capabilities.

Cohesive Groups

Groups characterized by strong bonds among members, leading to increased loyalty, uniformity, and efficiency in achieving common goals.

Transactive Memory

Group members have a shared memory for who within the group remembers what and is the expert on what.