If a customer who is clearly at fault requests an adjustment, you should

a. Ignore the request; the customer is clearly wasting your time

b. Carefully weigh the cost of complying with the request against the cost of denying it and then decide how to respond based on the overall impact on your company

c. Always agree to such requests because unhappy customers spread bad publicity about a company

d. Suggest in a fi rm but professional tone that the customer take his or her business elsewhere in the future