When denying a customer claim, what should the goal of the communication be?
A) To say "no" in clear terms
B) To explain how the customer is at fault
C) To encourage the sale of a more expensive item
D) To maintain goodwill
E) To use clear and concise language
Answer: D
Explanation: D) When you are denying customer claim requests, maintaining goodwill is important because you want to retain your customers' future business as well as win the business of their colleagues and acquaintances.
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