Why is using the indirect approach usually better when refusing claims and requests for adjustments?
A) It is quicker and easier to write
B) You can include an apology and offer discounts on future transactions
C) You don't have to include an apology
D) The customer is likely to be emotionally involved
E) There will be a stronger indication the issue is closed
D
Explanation: D) Customers who make a claim or request an adjustment tend to be emotionally involved, so the indirect approach is usually the better choice when you are denying such a request. Your delicate task is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer.
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When presenting to people from other cultures, which of the following will help ensure the information is presented in a professional and appropriate manner and is understood by the audience?
A) Fewer, more detailed slides B) Handouts that include summary information C) Slides that are bright and colorful to help maintain the audiences interest D) Dimming the lights so the audience can focus on the nonverbal meanings of the message E) Using an interpreter to suggest changes to the content and appearance of the presentation