Ashton, a customer care executive at Millington Technologies Inc., receives a message from a customer requesting free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim?

A) He should avoid closing the message with resale or sales promotional material.
B) He should avoid providing an explanation for the refusal.
C) He should avoid stressing the actions that should have been taken to avoid the problem.
D) He should avoid offering possible alternatives to resolve the problem.

Question

meghan doyle · Accepted Answer

Final Answer : C, Explanation :  Ashton should avoid stressing the actions that should have been taken to avoid the problem, as this could sound like blaming the customer and make them feel defensive. Instead, he should focus on politely explaining the company's policy regarding expired warranties and offer any possible alternatives to resolve the problem. Avoiding closing the message with resale or sales promotional material also shows professionalism and avoids annoying the customer. Providing an explanation for the refusal can also help the customer understand the rationale behind the decision, but it should be done in a clear and polite manner.

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