填空题
Denying Claims
Correct Customers occasionally want something they are not entitled to or that you
Their can’t grant. They may misunderstand their warranties or make unreasonable
34 demands. Because these customers are often unhappy with a product or
35 service, they are emotionally involved in. Letters that say no to emotionally
36 involved receivers will probably be your much most difficult communication
37 task. As if publisher Malcolm Forbes has pointed out, "To be agreeable while
38 be disagreeing--that’s an art." Fortunately, the reasons-before-refusal plan
39 enables you to be empathic and artful in handling with bad news. Obviously, in
40 denial letters you will need to adopt the proper tone. Don’t blame on customers
41 or suggest that the customer does not read or understand what the contract or
42 relative policies, even if they are at fault. Avoid use "you" statements that
43 sound preachy. Instead, the safest path is to use neutral and objective
44 language to explain that why the claim must be refused. Sometimes you may
45 hope consider offering resale information to rebuild the customer’s confidence
in your products or organization.