When granting the claim when the customer is at fault, what should be included in the body of the letter?
A) An apology
B) A clear indication of what the customer did wrong
C) A clear indication of how the customer can avoid a similar issue in the future
D) The discouragement of similar claims in the future
E) Contact information so the customer can discuss further concerns
Answer: D
Explanation: D) In general, take the following steps: Acknowledge receipt of the customer's claim or complaint, sympathize with the customer's inconvenience or frustration, take (or assign) personal responsibility for setting matters straight, explain precisely how you have resolved, or plan to resolve, the situation, take steps to repair the relationship and follow up to verify that your response was correct. The response should in no way indicate the customer did something wrong, and the response should discourage similar claims in the future.
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