Author Question: Which of the following statements is NOT true with regard to customer complaints? A. The best way ... (Read 73 times)

cherise1989 · **on:** Jun 23, 2018

Which of the following statements is NOT true with regard to customer complaints?

A. The best way to curb customer complaints is to prevent them.
B. Top management must set the standards for good customer service throughout theorganization.
C. If an organization tries really hard, it can completely eliminate customer dissatisfaction andcomplaints.
D. Employees should use their e-mail's auto-responder function when they are unavailable to answer customer e-mails.

Question 2

When handling customer transactions by telephone, which of the following should be avoided?

A. Answering the telephone within three rings
B. Accepting the customer's first request as the primary motive for calling
C. Redirecting the customer to other staff members if necessary
D. Being discreet in giving any opinions solicited by the customer

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

Answer to Question 1

C
Even if an organization tries really hard, it cannot completely eliminate customer
dissatisfaction and complaints. No matter how hard an organization tries, there will be some
dissatisfied customers. The goal then is to minimize dissatisfaction and take corrective action
when it does occur.

Answer to Question 2

B
When handling customer transactions by telephone, employees should not assume that the
customer's first request is the primary motive for calling. If the employee has answered the
call, it is important to find out quickly what is being requested.