Guidelines of a message if you are responding to a claim or complaint when your company is at fault. Introduction: In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Question

Want to see the full answer?

Answer 1

Question

Chapter 8, Problem 14LOC

Summary Introduction

To determine:

Guidelines of a message if you are responding to a claim or complaint when your company is at fault.

Introduction:

In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Students have asked these similar questions

General Accounting

Financial accounting

The following amounts were forecast for year 3: can you please answer this accounting question?

Answer 2

Question

Chapter 8, Problem 14LOC

Summary Introduction

To determine:

Guidelines of a message if you are responding to a claim or complaint when your company is at fault.

Introduction:

In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Answer 3

Question

Chapter 8, Problem 14LOC

Summary Introduction

To determine:

Guidelines of a message if you are responding to a claim or complaint when your company is at fault.

Introduction:

In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Answer 4

Question

Chapter 8, Problem 14LOC

Summary Introduction

To determine:

Guidelines of a message if you are responding to a claim or complaint when your company is at fault.

Introduction:

In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Answer 5

Chapter 8, Problem 14LOC

Summary Introduction

To determine:

Guidelines of a message if you are responding to a claim or complaint when your company is at fault.

Introduction:

In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Answer 6

Chapter 8, Problem 14LOC

Summary Introduction

To determine:

Guidelines of a message if you are responding to a claim or complaint when your company is at fault.

Introduction:

In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Answer 7

Chapter 8, Problem 14LOC

Summary Introduction

To determine:

Guidelines of a message if you are responding to a claim or complaint when your company is at fault.

Introduction:

In responding when your company is at fault there are several guidelines to follow. Be aware of your company’s policies in such cases before you respond. For serious situations, refer to the company’s crisis management plan. Start by acknowledging receipt of the claim or complaint. Take or assign personal responsibility for resolving the situation. Sympathize with the customer’s frustration Explain how you have resolved the situation (or plan to). Take steps to repair the customer relationship. lastly, verify your response with the customer, and keep the lines of communication open.

Answer 8

Expert Solution & Answer

Answer 9

Expert Solution & Answer

Answer 10

Want to see the full answer?

Check out a sample textbook solution

See solution

Answer 11

Ch. 8 - Prob. 1LOC Ch. 8 - Prob. 2LOC Ch. 8 - Prob. 3LOC Ch. 8 - Prob. 4LOC Ch. 8 - Prob. 5LOC Ch. 8 - Prob. 6LOC Ch. 8 - Prob. 7LOC Ch. 8 - Prob. 8LOC Ch. 8 - Prob. 9LOC Ch. 8 - Prob. 10LOC

Concept explainers

Want to see the full answer?

Chapter 8 Solutions