When Responding to a Claim When Your Company Is at Fault

Multiple Choice

When responding to a claim when 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 any need for follow-up.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.