Which of the Following Should Be Followed When Granting an Adjustment

question 36

Multiple Choice

Which of the following should be followed when granting an adjustment?

• A) You should avoid admitting that it was your company's fault.
• B) You should explain what is being done to correct the situation.
• C) You should use negative words to describe what went wrong.
• D) You should make the customer's complaint the focus of your message.
• E) You should include an apology at the end of the message.

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Definitions:

Top-Down Processes

Cognitive processes that are driven by higher mental processes, such as experience and expectations, influencing how we perceive the world.

Template-Matching Theory

A theory of recognition that posits individuals use stored templates or patterns in their memory to recognize objects.

Texture

The feel, appearance, or consistency of a surface, material, or substance.

Shading

A technique used in drawing and painting to create depth, contrast, and a sense of volume by varying the darkness of color or pencil marks.