Chapter 8, Problem 15LOC

Summary Introduction

To determine:

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

Introduction:

In responding when the customer is at fault, there are several guidelines to follow. Firstly, weigh the cost of complying with or refusing the request. If you choose to comply, open with the good news. Use the body of the message to respectfully educate the customer about steps needed to avoid a similar outcome in the future. Close with an appreciation for the customer’s business.