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.