Handling customer claims is a common task for most business firms. These claims include requests to exchange merchandise, requests for refunds, requests that work 11 , and other requests for adjustments. Most of these claims are approved because they are legitimate. However, some requests for adjustment must be 12 , and an adjustment refusal message must be sent. Adjustment refusals are negative messages for the customer. They are necessary when the customer is 13 or when the vendor has done all that can reasonably or legally be expected.
An adjustment refusal message requires your best communication skills 14 it is bad news to the receiver. You have to refuse the claim and retain the customer 15 . You may refuse the request for adjustment and even try to sell the customer more merchandise or service. All this is happening when the customer is probably angry, disappointed, or inconvenienced.
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