When a Company Decides to Satisfy a Customer Claim for a Refund

Multiple Choice

When a company decides to satisfy a customer claim for a refund, exchange, or repair ________.

A) a well-written response gains nothing for the company
B) the business has an opportunity to create goodwill
C) the company should make it sound as if they're doing the customer a favour
D) the company must apologize
E) the response should make clear whether the customer is to blame