If You're Responding to a Claim and Your Company Is

question 97

Multiple Choice

If you're responding to a claim and your company is at fault,it is best to

• A)avoid sympathizing with the customer,since it can lead to lawsuits.
• B)do all you can to discourage further correspondence.
• C)take (or assign)personal responsibility for setting matters straight.
• D)be vague about when the claim may be resolved.
• E)wait at least two weeks before you respond.

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Definitions:

Symbolic Image

A representation that stands in for something else, conveying meaning through association or resemblance, often used in communication and thought processes.

Simple Organized Pattern

A basic and structured arrangement or sequence of elements or actions.

Behavior

Actions and responses of an individual, group, or system, which can be observed and measured.

Adjusting

The process of adapting or becoming accustomed to a new situation or environment.