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Author Question: Research shows that customers tell nearly ________ as many people about their bad experiences then ... (Read 122 times)

Mimi

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on: Jun 23, 2018
Research shows that customers tell nearly ________ as many people about their bad experiences then they tell about their good experiences.
 
  A) one-third
  B) half
  C) twice
  D) five times
  E) ten times

Question 2

When communicating bad news to a customer, which of the following is most important in maintaining a positive relationship?
 
  A) The company must correct all errors, if they are at fault.
  B) The company must apologize whether or not they are at fault.
  C) The company must avoid using buffer statements.
  D) The company must avoid providing reasons for denying the request.
  E) The company must use the direct approach so as not to waste the customer's time.


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softEldritch

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

Answer: C
Explanation: C) Bad news about customer service travels far and fast, so it is critically important to maintain goodwill when denying customer requests.

Answer to Question 2

Answer: A
Explanation: A) In order to maintain a good relationship with the customer when denying a claim, it is most important that customers know that the company has corrected all errors and is willing to apologize, if the company is at fault.


Mimi

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Reply 2 on: Jun 23, 2018
Thanks for the timely response, appreciate it

marict

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Reply 3 on: Yesterday
Great answer, keep it coming :)

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