If You Must Refuse a Claim Because the Customer Was

Multiple Choice

If you must refuse a claim because the customer was at fault,which of the following might help maintain customer loyalty?

A) Explain the company policy and use that as the reason for the refusal
B) Explain the reason behind the policy and refusal
C) Be polite in stating the refusal
D) Offer clear and reasonable alternatives
E) Offer discounts on future transactions