Question

You are training a new employee at a credit card company on how to reply to customers when their credit application has been denied. 

What points should you cover in your training? Check all that apply. 

How to use language that doesn't cause hard feelings 

How to offer no explanation of the reason for a credit refusal

 How to discourage future business with denied applicants 

How to avoid disclosures that could cause a lawsuit 

What are your goals when writing a letter denying credit? Check all that apply. 

Raising false expectations 

Including disclosures that could cause a lawsuit 

Avoiding disclosures that could cause a lawsuit 

Avoiding language that causes hard feelings

Answer 1

Points that should be covered in training will be as below:

1. How to use laguauge that doesn't cause hard feelings

Reason: Some words or tone of speaking may cause mental impact on mind of custoners or can lead to extortion, undue influence.

2. How to avoid disclosures that may cause a lawsuit

.Reason: Information to be shared with customers are sunjected to certain guidelines violation of which may lead to suit in court of law. Trainee should be aware of such policy.

Goals when writing a denying letter for credit are:

1. Avoiding Disclosues that may lead to lawsuit

2. Avoiding language that causes hard feelings..

Giving false expectation and disclosures leading to lawsuit can hamper public image of company.