posted by Diana on .
When you grant a customer's request for an adjusted price, discount, replacement, or other benefit to resolve a complaint, do so:
A. After you explain your own process in making the decision.
B. In the first sentence of the letter.
C. In the middle of the letter, to deemphasize the fact that you are giving in to customer.
D. in the last paragraph, so you leave the reader with a good impression.
I'll be glad to discuss your answer with you.
That certainly is not the way to retain customers. A large and famous department store, Marshall Fields, had a slogan that earned them many customers: "Give the lady what she wants!"
You need to stress the positive to the customer.