Question

Most companies receiving a claim message tend to a. ignore the first phone call, e-mail, or letter. b. respond only to letters containing complaints that could result in lawsuits or financial harm. c. respond promptly because they want to maintain customer goodwill and loyalty. d. wait two to six weeks to establish a "cooling-off period" prior to responding.

Answer 1

Answer: The correct answer is "c. respond promptly because they want to maintain customer goodwill and loyalty.".

Explanation: Most companies receiving a claim message tend to respond promptly because they want to maintain customer goodwill and loyalty.

To show respect and concern for the client's concerns, and thus avoid future claims for damages, companies tend to respond quickly and effectively to the complaint messages sent by customers. It is an effective way to preserve customer loyalty.