Author Question: Assuming a customer claim will be granted, what type of response will allow the company to build a ... (Read 245 times)

jasdeep_brar · **on:** Jun 23, 2018

Assuming a customer claim will be granted, what type of response will allow the company to build a better relationship with the customer?

A) Direct
B) Indirect
C) Condolence
D) Goodwill
E) Thank you

Question 2

Business use of instant messaging (IM) ________.

A) is restricted for informal communication only
B) is expected to decline in coming years
C) allows employees to communicate real-time information
D) is typically recommended for sharing confidential information
E) is not allowed for formal communication

jojobee318 · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: D
Explanation: D) When a customer requests a refund, exchange, or repair, a business has an opportunity to create goodwill. Assuming that the company decides to satisfy the customer's claim, a well-written response can strengthen the company's relationship with the customer.

Answer to Question 2

Answer: C
Explanation: C) IM provides businesses several benefits such as the ability to communicate real-time information, improved efficiency for geographically dispersed workgroups, and multitasking with multiple medium options.