Which of the Following Should You Do When Responding to a Claim

Multiple Choice

Which of the following should you do when responding to a claim letter?

A) Use a tone intended to intimidate the reader and cause him or her to abandon the claim, whether it is justified or not.
B) Remind the reader of what went wrong and indicate that the person at fault has been punished.
C) Delay responding to the letter in the hope that the writer will decide not to pursue the claim.
D) Seek to regain the customer's confidence and goodwill.