PRESENTATION OF CLAIM AND

RESPONSES
 MEANING OF CLAIM
 Legal Demand or assertion by a claimant for
compensation, payment, or reimbursement for a
loss under a contract, or an injury due to
negligence.
 Amount claimed by a claimant.
 CLAIMS HAVE RELEVANCE WHEN DEALING
WITH:-

 Suppliers
 Clients

 Shops & Companies

 Insurance Industry
 Banking
 SOME EXAMPLES OF CLAIMS:-
 The widow’s claim against the doctor, who was
responsible for her husband’s death, was dismissed
by the judge on the grounds that there was
insufficient evidence.
 The claim was that the defendant fell down the
stairs after an ice storm because proper salting
techniques were not used.
 I entered the store to but a new phone, but the
customer service representative told me I had to file
an insurance claim and they would send me a new
one to my house.
 MAKING A CLAIM
 Clear
 Precise
 Persuasive
 Do not:-
Be sarcastic
Accuse
Don’t Threaten
 MEANING OF RESPONSE
If you respond to a complaint , you answer
a customer who expressed their
dissatisfaction with something.
 MAKING A RESPONSE

 Promptness
 Personalize
 Empathise
 Thanks the customer for bringing to your notice.
 If claims is reasonable then offer adjustment
graciously.
 Indicate preventive measures.
 If claims is unreasonable give reasons why you are
refusing or partially accepting.
 SOME OTHER POINTS OF RESPONES

 Do not begin with the negative statements.

 Begin with good news
 Be enthusiastic
 Negative words should be avoided so that
customer goodwill build.
THANK YOU