When responding to a customer's complaint about one of your ...

[jc611]

When responding to a customer's complaint about one of your company's services, you should
 
  A) soften the situation with excuses such as Nobody's perfect or Mistakes will happen.
  B) use a generous, grudging tone.
  C) use a standard form letter, with blanks left for filling in unique information in neat handwriting.
  D) avoid blaming anyone in your organization by name.
  E) always find a way to blame the customer for the problem.

Question 2

When you're writing a message of appreciation,
 
  A) keep it detailed and heartfelt.
  B) avoid drawing attention to specific circumstances.
  C) mention the names of those whom you want to acknowledge.
  D) send it electronically whenever possible.
  E) identify any negative results and suggestions for correcting them.

[frre432]

Answer to Question 1

Answer: D
Explanation: D) Making excessive apologies or blaming a fellow employee can cause legal and/or ethical problems in the future. Instead, simply acknowledge the complaint and show sympathy without placing blame. Then clearly demonstrate that you are taking constructive steps to get the issue resolved.

Answer to Question 2

Answer: C
Explanation: C) Because a message of appreciation may become an important part of someone's personnel file, try to specify the person or people you want to praise.