&8226;Read the text below about how to deny customers’ claims.&8226;In most of the lines 3

&8226;Read the text below about how to deny customers’ claims.

&8226;In most of the lines 34—45 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.

&8226;If a line is correct, write CORRECT on your Answer Sheet.

&8226;If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.

Denying Claims

Correct Customers occasionally want something they are not entitled to or that you

Their can't grant. They may misunderstand their warranties or make unreasonable

34 demands. Because these customers are often unhappy with a product or

35 service, they are emotionally involved in. Letters that say no to emotionally

36 involved receivers will probably be your much most difficult communication

37 task. As if publisher Malcolm Forbes has pointed out, "To be agreeable while

38 be disagreeing--that's an art." Fortunately, the reasons-before-refusal plan

39 enables you to be empathic and artful in handling with bad news. Obviously, in

40 denial letters you will need to adopt the proper tone. Don't blame on customers

41 or suggest that the customer does not read or understand what the contract or

42 relative policies, even if they are at fault. Avoid use "you" statements that

43 sound preachy. Instead, the safest path is to use neutral and objective

44 language to explain that why the claim must be refused. Sometimes you may

45 hope consider offering resale information to rebuild the customer's confidence

in your products or organization.

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