Question: 1) Why is it smart to remain cool when making a claim and how should one go about it? 2) Why is it important to

1) Why is it smart to remain cool when making a claim and how should one go about it? 2) Why is it important to regain the trust of a customer in an adjustment message? How can it be done? 3) Why should you respond when you receive a congratulatory note or some other written pat on the back and how

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