Author Question: When responding to a customer's request for an adjustment, it is usually sensible to assume that ... (Read 92 times)

joesmith1212 · **on:** Jun 23, 2018

When responding to a customer's request for an adjustment, it is usually sensible to assume that

A) if you handle the situation well, the customer will be even more loyal than before.
B) the customer's account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.
E) the customer will no longer do business with you, even if you grant the request.

Question 2

In most companies, news releases are

A) written by interns or marketing trainees.
B) tools for communicating directly with consumers.
C) considered social media releases that can be shared on microblogs.
D) prepared or supervised by specially trained writers in the public relations department.
E) written differently than a social media release.

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

Answer to Question 1

Answer: A
Explanation: A) A truly helpful and positive interaction with a company can do wonders for a customer relationship. Individuals who have experienced excellent service, even with a troublesome issue, tend to have the experience imprinted in their memory and often become extremely loyal customers from that point on.

Answer to Question 2

Answer: D
Explanation: D) In most companies, specially trained writers in the public relations department either prepare or supervise those who prepare news releases.