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
Answer: B
Explanation: B) In cases when the customer is at fault, it may be tempting simply to refer to company policy, but this approach will not win customer loyalty. Instead of referring to the policy, explain the reasoning behind the policy and the refusal.
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