Question

As a Customer Relations Specialist, Kendra must deny a customer's request for a cash refund. In her message to the customer, Kendra should include a statement such as If you had read the return policy printed on your receipt, you should know that cash refunds will not be granted.

Answer 1

False

Step-by-step explanation:

Based on the information provided within the question it can be said that this is False, Kendra should not put that in the message. This is because it comes off as aggressive. Instead she should state what they do offer and how exactly she can resolve this problem, maybe by exchanging her product for another one, or providing a discount for a future purchase etc.