Author Question: When responding to a customer complaint, the best course of action is what? A) Promise the ... (Read 59 times)

naturalchemist · **on:** Jun 23, 2018

When responding to a customer complaint, the best course of action is what?

A) Promise the customer complete satisfaction.
B) Explain how you plan to resolve the issue.
C) Apologize profusely.
D) Promise the issue will never happen again.
E) Indicate to the customer exactly who is to blame.

Question 2

Which of the following is least likely to be considered a routine or positive message?

A) Answers to routine requests
B) Denial of claims and adjustments
C) Recommendations
D) Routine informational messages
E) Good-news announcements

lkanara2 · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: B
Explanation: B) Your specific response to a customer complaint depends on your company's policies for resolving such issues and your assessment of whether the company, the customer, or some third party is at fault. In general, take the following steps: Acknowledge receipt of the customer's claim or complaint, sympathize with the customer's inconvenience or frustration, take (or assign) personal responsibility for setting matters straight, explain precisely how you have resolved, or plan to resolve, the situation, take steps to repair the relationship and follow up to verify that your response was correct.

Answer to Question 2

Answer: B
Explanation: B) Most routine and positive messages fall into six categories: answers to routine requests, grants of claims and requests for adjustment, recommendations, routine informational messages, good-news announcements, and goodwill messages. Granting a claim or request for adjust in good news, the denial is not.