Which of the Following Is True About Refusing Claims and Requests

Multiple Choice

Which of the following is true about refusing claims and requests for adjustment?

A) You should always accept responsibility for the negative answer.
B) You must resist the temptation to call the other party dishonest or incompetent.
C) You should clearly point out the customer's mistakes.
D) The direct approach is usually the better choice for this purpose.
E) You should always apologize for the bad news.