Ch. 6 Critical Thinking # 3
Which is more effective in claim letters-anger or objectivity? Why?
Companies occasionally receive complaint claim letters from customers. The most effective way to reply is in a professional and objective manner instead of anger. Companies strive to retain the goodwill and the business of the customers. Presenting the good news immediately is more effective than negative ones.
In responding to claim letters, companies sincerely want to correct the problems. They want to do more than just make the customers happy. They want to stand behind their products and services, and do what is right.
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