Question

A customer has submitted a claim to have his cell phone replaced at no charge. However, the customer’s warranty expired 11 months ago, and the phone no longer works because the customer accidentally dropped it in his washing machine. You must write him to deny his claim.
(I) How can you show empathy while breaking the bad news?

a. Provide the customer with a long list of why the company is profitable.
b. Use the reasons-before-refusal plan.
c. Inform the customer that you had the same thing happen to you.

(II) What advice should you follow when preparing a letter refusing credit? Check all that apply.

a. Keep the refusal respectful, sensitive, and upbeat.
b. Disclose all reasons for the refusal.
c. Reveal the refusal in the first sentence.
d. Provide alternatives that encourage the customer to continue business with you.

Answer 1

Answer:

(I)

b. Use the reasons-before-refusal plan.

(II)

a. Keep the refusal respectful, sensitive, and upbeat.

b. Disclose all reasons for the refusal.

d. Provide alternatives that encourage the customer to continue business with you.

Explanation:

• In the first case, the best strategy to adopt is that of presenting the "reasons-before-refusal" plan. This means that before conveying a negative message to the client, you explain the reasons of why this message necessarily has to be like that. By reading the reasons first, the customer will be more likely to agree with your assessment of the situation.

• In the second example, these are all strategies that you can use to ensure that the letter you are writing is kind and appropriate. In this letter, it is important to be respectful, sensitive and upbeat in order for the customer to know that you are taking his claim seriously. Moreover, you should be able to disclose all the reasons for the refusal so that the person is well-informed of the situation. Finally, you should be able to provide alternatives to the customer, as this might allow him to continue having business with you.