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Sample answer:
We’re looking into that. We want to keep everything about our service fair and competitive,
and that includes our damage claims clause.

1. Your clients want to ask more than what is stipulated in the damage claims
contract. Explain why you can’t give more through the following reasons.

a. the case will serve as a precedent
b. standard operating procedure should be strictly followed

Sample answer:
I’m really sorry, Mr. Clark, but we cannot accommodate your request regarding your damage
claims. What you’re asking for is not stipulated in the contract. If we give in to your request, it’s
like violating the contract that we both signed and agreed to follow. Besides, if your request is
accommodated, then we have to brace ourselves for similar requests in the future. We may be
able to accommodate your request as of now, but we can’t say the same for future cases. The
problem is that your case may be viewed as a precedent that will encourage future clients to
make the same appeal that you are now making. If we grant your request, then in the spirit of
fairness, we should also grant future requests. The company is not prepared to do that. Besides,
it is the standard operating procedure of the company to stick to the contract at all times. I
hope that you understand why we made this decision.

2. A client wants to claim for damages. Explain how he can avail himself of the
damages claims by presenting the steps below.

a. Filling out of claims form and filing it
b. Coordinating with the assigned company representative
c. Claiming of check for the damage claims

Sample answer:
We’ve learned of your situation, Mr. Simmons, and we totally are okay with the claims that you
are making. We just have to go through some standard operating procedures in matters like
this. Let me assist you. First, you have to fill out this claims form and file it as soon as possible.
Once you have filed it, you may follow up with the agent assigned to your claim. You may in-
quire about this at our claims office. Your claims application will be processed in 5 days max,
and then you will be notified to claim your check. I hope that I clearly explained the process to
you. Just feel free to contact me if you have any questions.

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