When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________
A) a well-written response gains nothing for the company
B) the business has an opportunity to create goodwill
C) the company should make it sound as if they're doing the customer a favor
D) it must avoid beginning its message with a positive response
E) the company should always apologize first
Answer: B
Explanation: B) Assuming the business decides to satisfy a claim from a customer, a well-written response can strengthen its relationship with the customer. Avoid making it sound like you're doing the customer a favor. Although it is not necessary to apologize, it is also important not to blame the customer.
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