【单选题】

Passage 1Claims andAdjustmentsNo matter how efficient a business firm tries to be, mistakes will happen.

A、customer may receive the wrong merchandise, slow service, invoices or statements that contain errors, or even discourteous treatment at the hands of employees. Letters in which complaints are expressed - that is, letters in which customers make a claim against the company - are called claim letters.The company for which you work undoubtedly will receive some claim letters; in turn, the company will have occasion to write claim letters to those from whom it buys.As a consumer you will also have many opportunities to write such letters.People writing claim letters are interested in one thing: satisfaction. If the merchandise is faulty, they want it replaced at no cost or inconvenience to themselves. If the service is poor, they want an apology and assurance that service will improve; they may even want some compensation for the inconvenience caused them. If an error has been made, they want it correcteD、To get satisfaction, claimants must present their causes carefully and thoughtfully to the people who they feel are at fault. Suppose you ordered a gold identification bracelet (有识别标志的金手镯) from a mail order house, specifying that the bracelet be engraved with your name. When the bracelet arrives, you are disappointed to find that silver bracelet was sent. You become quite upset and a little angry. “How could they make such a stupid mistake ”How would you begin your letter In the first place, you should not write the letter while you are angry.Cool off first. You can do a much more convincing job when you are calm and can see the situation in a reasonable light. The mistake was not intentional, mistakes are never.In writing answers to claim letters, you are on the other side of the fence. Your customers wish to present a claim, and they write to you. They may be dissatisfied with your merchandise, your service or your general efficiency. You will respond to their claim with an adjustment letter.
A、good company welcomes customer comments because they create opportunities to identify and remedy faulty products or poor services that may exist. It is your job to see that customers receive fair treatment - fair to them, of course, but also fair to your firm. Since adjustment letters sell satisfaction too, they are really sales letters.Most firms have established broad policies for making adjustment. Some are very generous and practice the motto “The customer is always right.” Others are not so eager to please customers, especially if the customer is wrong.Even in the most generous organizations, there will be numerous occasions when claims cannot be granteD、Regardless of the fact that established policies exist for most adjustment situations, there will always be exceptions. For example, an old customer who has dealt with a firm faithfully over the years is likely to receive a little more consideration than a new customer who is merely shopping around for the best buy. Many factors enter into the decision as to whether or not an adjustment will be granteD、Often there is simply no policy to cover an adjustment situation, so letter writers must weigh all the evidence and then do what they think is fairest to their customers and to their employer. However, the writer must have or must get authority for any adjustment that is out of the ordinary.When writing adjustment letters, under all circumstances be patient, tactful and diplomatiC、Always be sure to observe these four principles:1. Reply promptly.2. Show the customer that you understand the problem.3. Tell the customer exactly what you are going to do about the problem.4.Avoid negative words and accusations. It is suggested by the writer that a claimant present his case __________.
A、directly
B．frankly
C．honestly
D．carefully