Chap 6 (P2)

When service is involved in a claim, you should _______.

• demand a full refund of the service fee and a repeat service call

• avoid naming the service representatives involved or otherwise identifying responsible company employees

• cite names of individuals spoken to and dates of calls

• enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor service

In the closing of a claim message, you should _______.

• justify and explain your request

• promote goodwill and summarize your request

• reference all copies of pertinent documents enclosed

• warn the company that failure to comply could cause legal action

Which of the following sentences represents an appropriate end date in a claim message?

• Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12.

• We wish to end our contract with your company if you cannot improve your service.

• Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving the problem.

• Please replace the five Panasonic projectors we received on December 22 because the model numbers do not match the models ordered.

Which of the following tips would you give to someone who wants to post a complaint online?

• Individuals should give companies an opportunity to resolve the issue before writing an online complaint.

• Posting negative comments online poses no risk because businesses and professionals cannot sue individuals for negative online comments.

• A complaint that you post on social media can only be shared by you.

• Post anonymously because anonymous complaints or reviews cannot be traced.

Most companies receiving a claim message tend to _______.

• ignore the first phone call, e-mail, or letter

• respond only to letters containing complaints that could result in lawsuits or financial harm

• respond promptly because they want to maintain customer goodwill and loyalty

• wait two to six weeks to establish a 'cooling-off period' prior to responding

When granting a customer's claim, a business communicator should include an opening in an adjustment message that _______.

• summarizes the reader's claim and request

• presents the good news immediately

• explains and clarifies the company's position

• builds goodwill

Adjustment messages should rectify a wrong if one exists, regain the confidence of the customer, and _______.

• avoid humiliation by downplaying the mistake

• verify the honesty of the customer's claim

• warn the customer of possible legal action

• promote future business and goodwill

Which sentence granting a claim achieves the main objective of an effective opening?

• We are very sorry to hear that your meal with us did not meet your expectations.

• Thank you for your letter of November 16 describing your bad dining experience with us last weekend.

• Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.

• The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

If you feel that an apology is appropriate, which of the following apologies sounds customized, sincere, and uses positive language?

• We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.

• We are sorry for any inconvenience this may have caused.

• We regret the error that caused the system failure you claim on your DataServe router.

• It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur again.

Dean has decided to include an apology as part of an adjustment message he is writing. Where in the message should he include it?

• The subject line

• The opening

• The closing

• Multiple places throughout