Guidelines of a message if you are responding to a claim or complaint when a third party is at fault. Introduction: In responding when a third party is at fault there are several guidelines to follow. Evaluate the situation and review your company’s policies before responding. Avoid placing blame; focus on the solution. Regardless of who is responsible for resolving the situation, let the customer know what will happen to resolve the problem.

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Chapter 8, Problem 15LOC

Summary Introduction

To determine:

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

Introduction:

In responding when a third party is at fault there are several guidelines to follow. Evaluate the situation and review your company’s policies before responding. Avoid placing blame; focus on the solution. Regardless of who is responsible for resolving the situation, let the customer know what will happen to resolve the problem.

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