A customer has sent you a letter requesting a full refund for a concert ticket he purchased. The customer missed the concert because he wrote down the wrong date in his planner. Now he wants his money back because he missed the event. You must deny his claim request. 1. How can you avoid blaming the customer in your response? a) Don’t use you statements that sound preachy. b) Place the reasons after the refusal. c) Ignore the request since the concert has passed. 2. When refusing credit, what should you avoid including? Check all that apply. a) Disclosures that could cause a lawsuit b) Language that causes hard feelings c) An indirect organization pattern d) Language that is objective and neutral
A customer has sent you a letter requesting a full refund for a concert ticket he purchased. The customer missed the concert because he wrote down the wrong date in his planner. Now he wants his money back because he missed the event. You must deny his claim request. 1. How can you avoid blaming the customer in your response? a) Don’t use you statements that sound preachy. b) Place the reasons after the refusal. c) Ignore the request since the concert has passed. 2. When refusing credit, what should you avoid including? Check all that apply. a) Disclosures that could cause a lawsuit b) Language that causes hard feelings c) An indirect organization pattern d) Language that is objective and neutral
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Question
Read the scenario, and then answer the question.
A customer has sent you a letter requesting a full refund for a concert ticket he purchased. The customer missed the concert because he wrote down the wrong date in his planner. Now he wants his money back because he missed the event. You must deny his claim request.
1. How can you avoid blaming the customer in your response?
a) Don’t use you statements that sound preachy.
b) Place the reasons after the refusal.
c) Ignore the request since the concert has passed.
2. When refusing credit, what should you avoid including? Check all that apply.
a) Disclosures that could cause a lawsuit
b) Language that causes hard feelings
c) An indirect organization pattern
d) Language that is objective and neutral
Expert Solution
Step 1 of 2
Practicing good business communication in your business helps to retain existing customers and gain new ones. Therefore it is important that you use language that the customers wish to hear.
Responding to customers who are disappointed, require executives to be even more conscious while communicating with them. Because this practice will affect the goodwill of the company.
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