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Author Question: When responding to a customer request or complaint, how can a writer achieve the best results ... (Read 84 times)

wenmo

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on: Jun 23, 2018
When responding to a customer request or complaint, how can a writer achieve the best results possible?
 
  A) By indicating how company policy determines the response to the request or complaint
  B) By indicating a more appropriate method of filing the request or complaint
  C) By identifying who is at fault regarding the request or complaint, and then offering a solution anyway
  D) By offering future discounts and benefits to ensure loyalty
  E) By showing understanding for the customer request or complaint

Question 2

What can be done to assure the writer that information has been received or understood?
 
  A) Send a message with a preliminary plan of action
  B) Send a confirmation message
  C) Send an indirect message indicating thoughts
  D) Send a confrontational message
  E) Acknowledge receipt of the message using email


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scrocafella

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Reply #1 on: Jun 23, 2018
Answer to Question 1

Answer: E
Explanation: E) To achieve a positive result, craft a response that shows understanding for the customer's complaint, apologizes when appropriate, and identifies a solution.

Answer to Question 2

Answer: A
Explanation: A) A confirmation message acknowledges that you have received information or that you have understood it correctly.


wenmo

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Reply 2 on: Jun 23, 2018
Gracias!

31809pancho

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Reply 3 on: Yesterday
Wow, this really help

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