Author Question: When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________. ... (Read 165 times)

nramada · **on:** Jun 23, 2018

When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________.

A) a well-written response gains nothing for the company
B) the business has an opportunity to create goodwill
C) the company should make it sound as if they're doing the customer a favor
D) it must avoid beginning its message with a positive response
E) the company should always apologize first

Question 2

How can a company turn an unhappy customer in to a brand advocate?

A) By responding on social media tools
B) By granting the claim or request
C) By explaining how the customer was at fault
D) By resolving issues quickly
E) By allowing the customer to post feedback on social media outlets such as Yelp

LVPMS · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: B
Explanation: B) Assuming the business decides to satisfy a claim from a customer, a well-written response can strengthen its relationship with the customer. Avoid making it sound like you're doing the customer a favor. Although it is not necessary to apologize, it is also important not to blame the customer.

Answer to Question 2

Answer: D
Explanation: D) Research also indicates that customers with issues that are resolved quickly can often turn into loyal customers and even brand advocates. To achieve a positive result, craft a response that shows understanding for the customer's complaint, apologizes when appropriate, and identifies a solution.