When a customer complains about the store's refund policy, Julian agrees and gives the customer a toll-free number to call the corporate office. By deferring responsibility, Julian is ignoring which element of the PLAN model for positive customer communication? Multiple choice question. Let your customers know they are important. Let your customer know about internal company challenges. Never take responsibility for policies you do not control. Make it partially your customers' responsibility to solve their problems. Need help? Review these concept resources