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Your response to a claim or a request for an adjustment
can vary significantly depending on which party you determine to be at fault. If your company is at fault, your
message should acknowledge receipt of the customer’s
claim or complaint, take responsibility, sympathize with
the customer, explain how you will resolve the situation,
take steps to repair the relationship, and keep the lines of
communication open. If the customer is at fault, you
have to decide whether to grant the claim in the interest
of keeping the customer’s business. If a third party is at
fault, your response will be determined by whatever
arrangements are in place between your company and
the third party. 6 Explain how creating informative messages differs
from responding to information requests. The key
difference between creating informative messages and
responding to information requests is a matter of who
initiates the communication. When you create an informative message, your audience members may or may
not be expectin...
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- Fall '12