When a customer calls your organization to complain instead of ...

[imanialler]

When a customer calls your organization to complain instead of directly visiting, you can assume that the customer expects:
 
  A. courtesy from you.
  B. you not to provide a speedy response.
  C. you to keep a commitment.
  D. you to listen but not act.

Question 2

Which of the following scenarios is the best example of indiscretion while interacting with customers?
 
  A. Jack, the receptionist at an office, apologizes to a visitor that the manager is late for theappointment, and offers the visitor coffee and magazines.
 B. Janet, a receptionist at a doctor's clinic, informs a patient that the doctor is delayed insurgery and will be an hour late for the appointment.
 C. Rebecca, a flight attendant, makes conversation with a passenger about the failingfinancial prospects of the airline.
 D. Derek, the front desk executive at a hotel, tells a salesperson that he cannot make decisions about purchases but will contact someone who can.

[kiamars2010]

Answer to Question 1

C
When a customer calls your organization to complain instead of directly visiting, it is
understood that the customer expects you to keep a commitment. When you make a
commitment to a customer, make sure that you keep it. If you promised to replace a defective
product, do so as soon as possible. Broken commitments foster distrust.

Answer to Question 2

C
A flight attendant making conversation with a passenger about the failing financial prospects of
the airline is the best example of indiscretion while interacting with customers. Discretion is
cautious reserve in speech. An employee should protect the privacy of both the manager and
the organization by being discreet in his or her comments to visitors.