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) take (or assign) personal responsibility for setting matters straight.
B) do all you can to discourage any need for follow-up.
C) avoid sympathizing with the customer, since it can lead to lawsuits.
D) be vague about when the claim may be resolved.