If a third party is at fault your response will be

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Unformatted text preview: tment. 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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