What should be avoided when granting claims and requests for adjustment when your company is at fault?
A) Blaming anyone in the organization by name
B) Going into the details of how you plan to resolve the situation
C) Starting with the assumption that the information the customer provided is correct
D) Openly sympathize with the customer's situation
E) Take or assign personal responsibility for setting matters straight
Answer: A
Explanation: A) When granting claims and requests for adjustment when your company is at fault, you should maintain professional demeanor by avoiding some key negative steps: Don't blame anyone in your organization by name, don't make exaggerated apologies that sound insincere, don't imply that the customer is at fault, and don't promise more than you can deliver.
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