Which of the following is a complex process of encoding and ...

[Yolanda]

Which of the following is a complex process of encoding and decoding information, ideas, and feelings?
 
  A) Confidence
  B) Communication
  C) Professional presence
  D) Transmission model
  E) Feedback

Question 2

Which of the following best suggests how to handle customer complaints?
 
  a. Concentrate on the factual content of the complaint, rather than on the feelings of the complainer.
  b. Operate on the assumption that the customer is never wrong.
  c. Pass the customer from department to department until the customer gives up.
  d. Offer explanations and alternatives when the complaint cannot be resolved as requested.
  e. Let the customer see how angry you are, but finally give the customer what he or she wants.

[heinisk01]

Answer to Question 1

Answer: B
Explanation: B) In its most basic form, communication is a complex process of encoding and decoding messages (information, ideas, and feelings).

Answer to Question 2

d

[Yolanda]

Thanks for the timely response, appreciate it

[JaynaD87]

Excellent