Author Question: The following are human relations principles that convey appropriate tone to customers: (Read 117 times)

JGIBBSON · **on:** Mar 30, 2020

Question 1

When employees are dealing with a chronic complainer (the "customer from hell"), it is important to:
◦ accept their interpretation of the problems without questioning it.
◦ repeatedly apologize.
◦ force the customer to pose a solution, especially if he or she does not like yours.
◦ All of the above.

Question 2

The following are human relations principles that convey appropriate tone to customers:
◦ express ideas in ways that convey "what's in it for me" to customers.
◦ be aggressive in phrasing in order to convey the importance of your message.
◦ use I-centered phrasing to be sure they understand you.
◦ talk to people as groups, not as individuals to avoid offending.

bimper21 · **Reply #1 on:** Mar 30, 2020

A FREE account is required to view all solutions!

Lorsum iprem. Lorsus sur ipci. Lorsem sur iprem. Lorsum sur ipdi, lorsem sur ipci. Lorsum sur iprium, valum sur ipci et, vala sur ipci. Lorsem sur ipci, lorsa sur iprem. Valus sur ipdi. Lorsus sur iprium nunc, valem sur iprium. Valem sur ipdi. Lorsa sur iprium. Lorsum sur iprium. Valem sur ipdi. Vala sur ipdi nunc, valem sur ipdi, valum sur ipdi, lorsem sur ipdi, vala sur ipdi. Valem sur iprem nunc, lorsa sur iprium. Valum sur ipdi et, lorsus sur ipci. Valem sur iprem. Valem sur ipci. Lorsa sur iprium. Lorsem sur ipci, valus sur iprem. Lorsem sur iprem nunc, valus sur iprium.

Answer Preview

Only 29% of students answer this correctly